Director, Scaled Customer Success

Newsela

Director of Scaled Customer Success at Newsela responsible for data-driven customer experience. Leading strategy and team for SMB and Schools customer segments to ensure strong outcomes.

Posted 6/30/2026full-timeRemote • 🇺🇸 United StatesLead💰 $120,000 - $144,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute the long-term Scaled Customer Success strategy across Newsela’s SMB and Schools customer segments.
Lead, coach, and develop frontline managers who are responsible for the 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 the 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, ensuring customers are advancing through the right lifecycle moments.
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.

Requirements

What you’ll need

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.
Experience building, leading, or optimizing scaled customer success models, including digital-touch, tech-touch, or hybrid coverage approaches.
Hands-on experience designing and implementing automation models that support scaled Customer Success teams.
A strategic, data-driven leadership style that relies on customer insights, business metrics, health data, capacity models, and team feedback.
Strong cross-functional influence and skills in partnering with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams.
A highly organized and systems-minded approach that stays focused on strategy, outcomes, and leadership.
Energy for serving a large and diverse customer base at scale, combined with a deep care for the customer experience.
Experiencing using AI tools to drive greater efficiency and productivity.
Open to travel as needed. Travel is estimated to be approximately 10-15%, depending on business and customer needs.
Legally authorized to work in the US.

Benefits

Comp & perks

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
Additional benefits such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer and more to help you stay healthy: mind, body, and soul.
We provide a monthly tech stipend to support your WFH needs!
Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!
Invest in your future with our 401(k) plan, which includes a employer match to help you build long-term financial security.
Flexible PTO, paid sick time off, company holidays plus winter break (Dec 24th - Jan 1st).
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.
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.

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Hard Skills & Tools

Customer Success StrategyRetention ImprovementAdoption MetricsRevenue OutcomesAutomation Model DesignDigital-Touch ApproachesTech-Touch ApproachesHybrid Coverage ModelsCustomer Insights AnalysisBusiness Metrics Utilization

Soft Skills

CoachingOrganizational SkillsStrategic ThinkingInfluencing SkillsCustomer-Centric Mindset