Head of Scaled Customer Success & Growth

Newsela Inc.; United States; On-site; USD 180,000 - 235,000; Full time

Benefits offered by this job

Maternity/Paternity/Adoption leave

Learning stipend

Pet healthcare

Commuter savings

Unlimited time off

Job summary

Newsela Inc. seeks a Director of Scaled Customer Success to lead strategy, execution, and performance for Newsela’s scaled segments (SMB and Schools). You will manage frontline managers, design a scalable coverage model, and drive outcomes in adoption, retention, renewal readiness, and account health.

The role emphasizes growth through whitespace, upsell, and proactive customer engagement. You will own the expansion and retention strategy across high-volume segments, coach managers, and partner

Qualifications

• Experience leading senior teams to define and execute scalable customer success strategies.
• Proven ability to manage high-volume SMB/education accounts with focus on retention and expansion.
• Strong cross-functional partnering with Sales, Product, Marketing, and CS Ops.

Responsibilities

• Define and lead the long-term Scaled CS strategy across SMB and Schools.
• Own expansion and retention strategy, map accounts, and identify cross-sell/upsell signals.
• Coach frontline managers; establish rhythms, performance conversations, and accountability.

Skills

Strategic leadership

People management

Cross-functional collaboration

Data-driven decision making

Scaled CS/tech-touch

Job description

Newsela Inc. seeks a Director of Scaled Customer Success to lead strategy, execution, and performance for Newsela’s scaled segments (SMB and Schools). You will manage frontline managers, design a scalable coverage model, and drive outcomes in adoption, retention, renewal readiness, and account health.

The role emphasizes growth through whitespace, upsell, and proactive customer engagement. You will own the expansion and retention strategy across high-volume segments, coach managers, and partner