Director, Scaled Customer Success
New
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NewselaEducation Technology
Remote, USFull-TimeDirector
SalaryBase salary: $120,000 - $144,000; 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
- Data AnalysisPeople ManagementCustomer SuccessSaaSAccount Management
Requirements
- 7+ years of experience in Customer Success, Account Management, or a similar customer-facing function.
- 3+ years of experience managing people leaders, with a track record of driving retention and revenue outcomes.
- Experience building or optimizing scaled customer success models (digital-touch, tech-touch, or hybrid).
- Hands-on experience with automation models and CS platforms like Gainsight or Planhat.
- Strong proficiency in using customer data and metrics to drive strategic decision-making.
- Demonstrated ability to coach managers, navigate ambiguity, and foster team accountability.
- Excellent cross-functional influence and collaboration skills.
- Ability to travel approximately 10-15% as needed.
- Experience using AI tools to drive efficiency and productivity.
- Preferred: Background in EdTech, K-12 education, or SaaS.
Responsibilities
- Define and execute the long-term Scaled Customer Success strategy across SMB and Schools segments.
- Lead, coach, and develop frontline managers to drive business outcomes and team performance.
- Own the scaled coverage model in partnership with CS Operations, utilizing data and systems to ensure effective capacity planning.
- Maintain accountability for core business outcomes including NRR, GRR, product adoption, and customer health.
- Build the team's capacity to identify and influence growth opportunities across the scaled customer base.
- Design and optimize the scaled customer journey from onboarding through renewal and expansion.
- Collaborate cross-functionally with Sales, Product, Marketing, and Enablement to ensure the voice of the customer informs business decisions.
- Serve as a senior leader to shape the customer coverage model and drive organizational change.
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