Director, Scaled Customer Success (Remote, US)

Responsibilities

• Serve as a senior leader within the Customer Success organization, helping shape how Newsela continues to evolve its customer coverage model. Identify gaps, propose solutions, influence change, and help managers and teams successfully adopt new processes, systems, and ways of working.
• About You:
• 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function.
• 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.
• Hands-on

Benefits

Additional Information

Why You'll Love This Role: We are looking for a Director, Scaled Customer Success to join our Customer Success team. 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. 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. 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. You will work closely with CS Operations, Customer Experience, Product, Marketing, Sales, and CS leadership to ensure our scaled customer base receives the right level of support at the right moments in the customer journey.

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