Director of Scaled Customer Success

Join Newsela as the Director of Scaled Customer Success, where you will define and lead the strategy, execution, and performance of our scaled customer segments, including SMB and Schools. You will lead frontline managers, design and optimize our scaled coverage model, and ensure strong customer outcomes across adoption, retention, renewal readiness, and long-term account health. This is a pivotal people leadership role responsible for driving growth through successful renewals and proactive account expansion.

• Definir y liderar la estrategia, ejecución y rendimiento de los segmentos de clientes escalados de Newsela, incluyendo SMB y Escuelas.
• Construir un modelo de cobertura escalable y basado en datos que combine la participación digital y la automatización con la gestión de cuentas humana de alto impacto.
• Dirigir, entrenar y desarrollar a los gerentes de primera línea que son responsables de la ejecución diaria de las operaciones de éxito del cliente escaladas.

• Open to travel as needed. Travel is estimated to be approximately 10-15%, depending on business and customer needs
• 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 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
• Experience building, leading, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage approaches, with a deep understanding of how to balance efficiency and customer experience, overseeing a large number of accounts, all while designing impactful customer journey
• Legally authorized to work in the US
• Hands-on experience designing and implementing automation models that support scaled Customer Success teams, alongside comfort partnering with CS Operations to build and optimize journeys, playbooks, health signals, lifecycle triggers, and automated engagement motions in tools like Gainsight, Planhat, or similar CS platforms
• Energy for serving a large and diverse customer base at scale, combined with a deep care for the customer experience and the ability to design programs that help customers realize value when traditional high-touch coverage is not possible
• Experiencing using AI tools to drive greater efficiency and productivity
• 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
• 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function
• A strategic, data-driven leadership style that relies on customer insights, business metrics, health data, capacity models, and team feedback to analyze trends, identify root causes, and translate data into clear recommendations for senior leadership
• 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