Newsela

Newsela

Director, Scaled Customer Success (Remote, US)

Remote - US · Director · Contract

Work authorization required$10k-$15kDetected 21 days ago
Account ManagementCustomer SuccessLeadershipMentoringOrganizational Skills

About the role

  • Reporting to the VP, Customer Success, you will be responsible for defining and leading the strategy, execution, and performance of Newsela's scaled customer segments, including SMB and Schools.
  • What You'll Be Doing: - Define and execute the long-term Scaled Customer Success strategy across Newsela's SMB and Schools customer segments.
  • This includes defining roles and responsibilities, establishing success metrics, improving team operating rhythms, and ensuring that managers and CSMs understand how their work connects to broader customer and business outcomes.

Responsibilities

  • Build the team's ability to identify and influence growth opportunities across the scaled customer base.
  • This includes coaching managers and CSMs on how to recognize upsell signals, surface customer needs, partner effectively with Sales and SDR teams, and ensure growth opportunities are handled in a way that feels aligned to customer goals and the broader Newsela partnership.
  • Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience.
  • Bring clarity to what the Scaled CS team owns and how the team operates.
  • A passion for leading leaders, with the proven ability to coach managers, set clear expectations, hold teams accountable, navigate ambiguity, and create an environment where people can grow, perform, and prioritize through complexity.
  • Strong cross-functional influence and skills in partnering with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams to align stakeholders around shared goals, advocate for customer and team needs, and drive progress through collaboration.
  • A highly organized and systems-minded approach that stays focused on strategy, outcomes, and leadership, with the ability to identify necessary processes, tools, reporting, or workflows without needing to personally own the backend administration or technical build.
  • Experiencing using AI tools to drive greater efficiency and productivity.
  • This role is focused on building a scalable, data-driven customer experience that combines digital engagement, targeted human touchpoints mixed with heavy automation, and strong cross-functional partnership.

Requirements

  • 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function.

Compensation

  • $10k-$15k

Benefits

  • You will lead frontline managers, design and optimize our scaled coverage model, and ensure our teams are delivering strong customer outcomes across adoption, retention, renewal readiness, and long-term account health.
  • 3+ years of experience managing people leaders, with demonstrated success leading teams that drive and improve retention, adoption, customer health, and revenue outcomes.
  • Experience in EdTech, K-12 education, SaaS, or institutional customer segments is strongly preferred.
  • Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
  • Additional benefits such as gym reimbursement, pet insurance, free access to the

Company info

  • This includes determining how we segment customers, where we leverage digital or tech-touch engagement, and where human intervention is most critical to driving adoption, retention, and customer value.
  • Advocate for the needs of scaled customers, synthesize feedback and trends from the field, and ensure the voice of the customer is represented in broader business decisions.
  • Create clear feedback loops so that insights from SMB and Schools customers inform product, process, enablement, and go-to-market strategy.
  • All offers of employment are contingent upon the successful completion of a background check as part of our pre-employment process.
  • We are looking for a Director, Scaled Customer Success to join our Customer Success team.

Visa & Work Authorization

  • Legally authorized to work in the US.
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This listing is sourced directly from Newsela's careers page and normalized into a canonical job model.