[Hiring] Director, Scaled Customer Success @Newsela

Role Description

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.

• Lead frontline managers and design/optimize our scaled coverage model.
• Ensure teams deliver strong customer outcomes across adoption, retention, renewal readiness, and long-term account health.
• Own core revenue and retention targets (NRR, GRR) and drive growth through successful renewals and proactive culture of whitespace penetration, upsell, and account expansion.
• Build a scalable, data-driven coverage model that pairs digital engagement and automation with high-impact human account management.

What You'll Be Doing:

• Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools customer segments.
• Own the expansion and retention strategy across high-volume SMB and Schools segments.
• Lead, coach, and develop frontline managers responsible for day-to-day execution of scaled customer success motions.
• Own the scaled coverage model and partner closely with CS Operations.
• Maintain accountability for core business outcomes across scaled customer segments.
• Build the team’s ability to identify and influence growth opportunities across the scaled customer base.
• Design and improve the scaled customer journey.
• Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience.
• Serve as a senior leader within the Customer Success organization.
• Bring clarity to what the Scaled CS team owns and how the team operates.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or a similar customer-facing function.
• 2+ 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.
• Demonstrated success owning revenue metrics (NRR, GRR, Expansion ARR).
• Experience building, leading, or optimizing scaled customer success models.
• Hands-on experience designing and implementing automation models that support scaled Customer Success teams.
• A strategic, data-driven leadership style.
• A passion for leading leaders and coaching managers.
• Strong cross-functional influence and skills in partnering with various teams.
• A highly organized and systems-minded approach.
• Experience using AI tools to drive greater efficiency and productivity.
• Open to travel as needed (approximately 10-15%).
• Legally authorized to work in the US.

Benefits

• Comprehensive medical benefits with employer contribution to premiums and HSA accounts.
• Monthly tech stipend to support WFH needs.
• Inclusive benefits to support families, including parental leave and fertility support.
• 401(k) plan with employer match.
• Flexible PTO, paid sick time off, company holidays plus winter break.
• Annual learning and development allowance for professional growth.
• Opportunity to make a difference in education.

Company Description

Newsela is a leading education technology company dedicated to meaningful classroom learning for every student. We deliver integrated, AI-powered solutions designed to unlock student engagement, empower teachers, and drive meaningful learning outcomes.