Director, Scaled Customer Success (Remote, US)

Why You'll Love This Role: We are looking for a Director, Scaled Customer Success to join our Customer Success team. Reporting to the VP, Customer Success, you will be responsible for defining and leading the strategy, execution, and performance of Newsela’s scaled customer segments, including SMB and Schools. You will lead frontline managers, design and optimize our scaled coverage model, and ensure our teams are delivering strong customer outcomes across adoption, retention, renewal readiness, and long-term account health. This role is focused on building a scalable, data-driven customer experience that combines digital engagement, targeted human touchpoints mixed with heavy automation, and strong cross-functional partnership.…