Director, Scaled Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and implement the long-term Scaled Customer Success strategy for Newsela’s SMB and Schools customer segments.

• Guide, mentor, and cultivate frontline managers responsible for the daily execution of scaled customer success initiatives.

• Take ownership of the scaled coverage model while collaborating closely with CS Operations.

• Ensure accountability for key business outcomes within the scaled customer segments.

• Enhance the team's capacity to identify and leverage growth opportunities within the scaled customer base.

• Design and refine the scaled customer journey to guarantee customers progress through appropriate lifecycle moments.

• Foster robust cross-functional relationships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience.

• Act as a senior leader within the Customer Success organization.

• Clarify the responsibilities of the Scaled CS team and elucidate how the team functions.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Account Management, or a comparable customer-facing role.

• At least 3 years of experience managing people leaders, demonstrating success in leading teams that enhance retention, adoption, customer health, and revenue outcomes.

• Preferred experience in EdTech, K-12 education, SaaS, or institutional customer segments.

• Proven experience in building, managing, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage strategies.

• Practical experience in designing and executing automation models that support scaled Customer Success teams.

• A strategic, data-informed leadership approach that leverages customer insights, business metrics, health data, capacity models, and team input.

• Strong ability to influence cross-functionally and collaborate with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams.

• A well-organized and systems-oriented mindset that maintains focus on strategy, outcomes, and leadership.

• Passion for serving a large and diverse customer base at scale, along with a genuine concern for the customer experience.

• Experience utilizing AI tools to enhance efficiency and productivity.

• Willingness to travel as required, estimated at approximately 10-15%, based on business and customer needs.

• Legally authorized to work in the US.

🏝️ Benefits

• Comprehensive medical benefits with employer contributions to premiums and HSA accounts.

• Additional perks such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer, and more to support your overall well-being: mind, body, and soul.

• A monthly tech stipend is provided to accommodate your work-from-home needs!

• Inclusive benefits designed to support you and your family, including parental leave, fertility assistance, adoption support, and more!

• Secure your future with our 401(k) plan, which includes employer matching to help you achieve long-term financial stability.

• Flexible PTO, paid sick leave, company holidays, and a winter break from December 24th to January 1st.

• Newsela offers an annual learning and development allowance for employees to participate in external training sessions, classes, workshops, conferences, and educational resources to promote professional growth in their current roles and career goals at Newsela.

• Regardless of your role or department, your daily contributions help shape the future of education and positively impact the lives of students and teachers.