Director, Scaled Customer Success
New
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NewselaEducation Technology
Remote - USFull-TimeDirector
SalaryBase salary: $120,000 - $144,000; On-target commission (OTC): $40,000; On-target earnings (OTE): $160,000 - $184,000
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Job Details
- Experience
- 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function. 3+ years of experience managing people leaders.
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementTeam managementCustomer SuccessSaaS
Requirements
- 7+ years of experience in Customer Success, Account Management, or similar customer-facing functions.
- 3+ years of experience managing people leaders with a track record of driving retention and revenue.
- Proven experience building or optimizing scaled, tech-touch, or hybrid customer success models.
- Hands-on experience designing automation models and partnering with Operations on systems and health signals.
- Proficiency with CS platforms such as Gainsight, Planhat, or similar tools.
- Strategic, data-driven leadership style with the ability to analyze capacity models and business metrics.
- Demonstrated ability to coach managers and navigate complex organizational structures.
- Experience using AI tools to drive team efficiency and productivity.
- Ability to travel approximately 10-15% as needed.
- Experience in EdTech, K-12 education, or SaaS is strongly preferred.
Responsibilities
- Define and execute the long-term Scaled Customer Success strategy across SMB and school segments.
- Lead, coach, and develop frontline managers, establishing management rhythms and a culture of accountability.
- Own the scaled coverage model in partnership with CS Operations, leveraging data, systems, and automation.
- Maintain accountability for NRR, GRR, product adoption, customer health, and renewal readiness.
- Build the team’s ability to identify and influence growth and upsell opportunities.
- Design the scaled customer journey from onboarding through renewal and expansion.
- Build cross-functional partnerships with Sales, Product, Marketing, and Operations to advocate for scaled customers.
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