Remote Director, Scaled Customer Success (SMB & Schools)

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

Benefits offered by this job

Remote work

Learning & development allowance

401(k) match

Flexible PTO

Job summary

Newsela is seeking a Director, Scaled Customer Success to lead strategy for our SMB and Schools segments, manage frontline managers, and drive outcomes across adoption, retention, renewal readiness and account health at scale.

You will own the expansion and retention playbook, develop a data‑driven coverage model, and collaborate with Sales, CS Operations, Product, Marketing and Enablement to maximize value for customers.

Qualifications

• 6+ years in Customer Success or related field.
• 2+ years managing people leaders.
• Experience in EdTech, K-12/SaaS or institutional segments.
• Proven ownership of revenue metrics (NRR, GRR) and growth via whitespace.
• Experience with scaled CS models and automation.

Responsibilities

• Define and execute long-term Scaled CS strategy across SMB and Schools.
• Own expansion and retention strategy for high-volume segments.
• Lead frontline managers and establish culture of accountability and growth.
• Partner CS Operations to ensure data, systems, workflows, and capacity planning support the model.
• Monitor core outcomes (NRR, GRR, product adoption, renewal readiness) and adjust strategy.
• Design and improve the scaled customer journey from onboarding to expansion readiness.

Skills

Leadership

Strategy

Customer Success

Data analysis

Cross-functional collaboration

People management

Growth mindset

Tools

Gainsight

Planhat

Job description

Newsela is seeking a Director, Scaled Customer Success to lead strategy for our SMB and Schools segments, manage frontline managers, and drive outcomes across adoption, retention, renewal readiness and account health at scale.

You will own the expansion and retention playbook, develop a data‑driven coverage model, and collaborate with Sales, CS Operations, Product, Marketing and Enablement to maximize value for customers.