Director, Scaled Customer Success — Remote Growth Leader

Newsela Inc.; United States; Remoto; USD 120.000 - 184.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health & Wellness

Work From Home

Flexible PTO

401(k) Plan

Professional Development

Make A Difference

Descrizione del lavoro

Newsela is seeking a Director, Scaled Customer Success to define and lead strategy for SMB and Schools, managing frontline managers and building a data-driven coverage model that blends digital engagement with high-impact human account management across the customer journey.

You will own core revenue and retention targets (NRR, GRR), drive whitespace penetration, upsell, and cross-sells, and partner with Sales, CS Operations, Product, and Marketing to align a scalable, customer-centric approach.

Competenze

• 6+ years in Customer Success, Account Management, or similar.
• 2+ years managing people leaders.
• Experience in EdTech, K-12 education, SaaS, or institutional segments.
• Proven track record owning revenue metrics (NRR, GRR) and growth.
• Experience building scaled CS models including digital/tech-touch.

Mansioni

• Define and execute long-term Scaled CS strategy across SMB and Schools.
• Own expansion and retention strategy for high-volume segments.
• Lead, coach, and develop frontline managers for scaled CS motions.
• Own scaled coverage model with CS Operations support.
• Maintain accountability for core metrics (NRR, GRR, adoption, renewal readiness).
• Identify upsell signals and partner with Sales and SDRs to drive growth.
• Design and improve the scaled customer journey from onboarding to expansion.
• Build cross-functional partnerships with Sales, CS Ops, Product, Marketing, Enablement, and Customer Experience.

Conoscenze

Strategic leadership

People management

Customer Success

Data-driven decisions

Cross-functional collaboration

EdTech experience

Revenue metrics

Gainsight

Planhat

Strumenti

Gainsight

Planhat

CRM systems

Descrizione del lavoro

Newsela is seeking a Director, Scaled Customer Success to define and lead strategy for SMB and Schools, managing frontline managers and building a data-driven coverage model that blends digital engagement with high-impact human account management across the customer journey.

You will own core revenue and retention targets (NRR, GRR), drive whitespace penetration, upsell, and cross-sells, and partner with Sales, CS Operations, Product, and Marketing to align a scalable, customer-centric approach.