Head of Scaled Customer Success (Remote)

TrulyHired; United States; Remote; USD 120,000 - 184,000; Full time

Benefits offered by this job

Health & Wellness benefits

Fully remote environment

Professional development

Job summary

Newsela is seeking a Director of Scaled Customer Success (Remote, US) to lead strategy and execution for SMB and Schools segments. You will manage frontline managers, design a data-driven coverage model, and drive adoption, retention, renewal readiness, and account health at scale.

You will collaborate cross-functionally with Sales, Product, Marketing, Enablement, CS Operations and Customer Experience to ensure successful outcomes and growth opportunities across a large portfolio of accounts.

Responsibilities

• Define and execute the 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 the scaled coverage model with CS Operations and data.
• Maintain accountability for NRR, GRR, product adoption, and renewal readiness.
• Identify growth opportunities, coach on upsell signals, align with Sales/SDR.

Job description

Newsela is seeking a Director of Scaled Customer Success (Remote, US) to lead strategy and execution for SMB and Schools segments. You will manage frontline managers, design a data-driven coverage model, and drive adoption, retention, renewal readiness, and account health at scale.

You will collaborate cross-functionally with Sales, Product, Marketing, Enablement, CS Operations and Customer Experience to ensure successful outcomes and growth opportunities across a large portfolio of accounts.