Newsela

Director, Enterprise Customer Success

Newsela

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $120,000 - $130,000 per year

Job Level

Lead

About the role

  • Lead, mentor, and inspire a team of high-performing Enterprise Customer Success Managers.
  • Manage team performance against key performance indicators (KPIs) such as Gross/Net Revenue Retention (GRR/NRR).
  • Drive the professional development of the team, coaching CSMs on executive engagement, complex negotiation, and strategic account planning.
  • Own enterprise CS capacity planning, including headcount planning, role design, and coverage models to support segment growth and retention goals.
  • Serve as the executive-level point of contact for Enterprise customers, shaping long-term partnership strategies.
  • Build and maintain trusted C-suite relationships to influence roadmaps, align on strategic priorities, and ensure renewal stability.

Requirements

  • 10+ years of progressive experience in Customer Success, Account Management, or related roles, with a minimum of 3 years managing and mentoring a high-performing team.
  • Proven track record of meeting or exceeding renewal and expansion revenue targets for a book of business exceeding $10MM.
  • Strong commercial instincts with fluency in enterprise buying cycles, value frameworks, and negotiation strategies.
  • Executive presence and the ability to communicate complex ideas to C-suite stakeholders in large-scale Enterprise organizations (e.g., 20,000+ student districts).
  • Demonstrated ability to navigate large, matrixed organizations and influence without authority.
  • Willingness to travel regularly to meet with key account stakeholders.
  • Strong operational discipline and demonstrated experience owning revenue forecasting and renewal pipeline management.
Benefits
  • Health & Wellness: Comprehensive medical benefits with employer contribution to premiums and to HSA accounts. Additional benefits such as pet insurance, free access to the Calm app, and more to help you stay healthy: mind, body, and soul.
  • Work From Home: We are a fully remote company. We provide a monthly tech stipend to support your WFH needs!
  • Supporting ALL Families: Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!
  • Financial Wellbeing: Invest in your future with our 401(k) plan, which includes a employer match to help you build long-term financial security.
  • Time Off: Flexible PTO plus 10 company holidays plus winter break (Dec 24th - Jan 1st).
  • Professional Development: Newsela offers an annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth within their current role and career aspirations at Newsela.
  • Make A Difference: No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessAccount ManagementKPI ManagementRevenue RetentionCapacity PlanningRole DesignNegotiation StrategiesRevenue ForecastingPipeline Management
Soft skills
LeadershipMentoringCoachingCommunicationInfluencingStrategic PlanningRelationship BuildingOperational DisciplineExecutive Presence