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Newsela · 2 weeks ago

Director, Enterprise Customer Success

United States

Full-time

Remote

Director/Executive

$120K/yr - $130K/yr

10+ years exp

Newsela is a company that transforms real-world content into instruction-ready material for K-12 classrooms. They are seeking a seasoned Enterprise Customer Success Director to lead a team of Customer Success Managers, focusing on retention and growth for their strategic enterprise segment.

E-LearningEdTechEducation

Responsibilities

Lead, mentor, and inspire a team of high-performing Enterprise Customer Success Managers, fostering a culture of accountability, data-driven decision-making, and excellence

Manage team performance against key performance indicators (KPIs) such as Gross/Net Revenue Retention (GRR/NRR), customer health scores, and product adoption metrics

Drive the professional development of the team, coaching CSMs on executive engagement, complex negotiation, and strategic account planning

Own enterprise CS capacity planning, including headcount planning, role design, and coverage models to support segment growth and retention goals

Scale the team's processes and capacity to support future growth in the Enterprise segment

Serve as the executive-level point of contact for Enterprise customers, shaping long-term partnership strategies

Understand customers’ business objectives deeply and proactively guide them toward maximizing value from our solutions

Build and maintain trusted C-suite relationships to influence roadmaps, align on strategic priorities, and ensure renewal stability

Own executive-level risk escalation and intervention strategies for at-risk enterprise accounts, partnering with internal leadership to stabilize and retain key customers

Stay closely attuned to enterprise market trends and evolving customer needs, translating insights into expansion strategy, account planning, and Product feedback

Own the Enterprise book of business for renewals and expansion; deliver against gross and net revenue retention targets

Set and drive the enterprise renewal strategy, ensuring early risk identification, clear deal paths, and disciplined execution across the team

Identify, scope, and pursue upsell/cross-sell opportunities based on customer needs, market trends, and product capabilities

Partner with Sales on the co-creation of account plans with clear commercial targets and growth paths

Lead executive business reviews that drive strategic alignment and unlock new revenue cycles

Establish and own the rigor of the renewal forecasting process for the Enterprise segment, providing reliable revenue projections to Finance (FP&A) and Sales Leadership

Leverage data-driven insights to forecast account health, renewal risk, and expansion potential with high accuracy

Build scalable processes that improve enterprise engagement, adoption, and maturity while minimizing churn drivers

Ensure best-in-class onboarding, value realization, and lifecycle management for enterprise customers by leveraging customer lifecycle tooling and data

Clearly articulate enterprise customer health, priorities, and value narratives to executive stakeholders, informing go-to-market and product decisions

Collaborate with Product to represent the voice of the enterprise customer and influence roadmap priorities

Work with Marketing and Enablement to document and communicate enterprise success stories, proven value drivers, and use cases

Partner extensively with Finance (FP&A) and RevOps to refine commercial models, renewal playbooks, and improve revenue projection accuracy

Qualification

Customer Success ManagementRevenue ForecastingTeam LeadershipNegotiation StrategiesEnterprise SaaS ExperienceAnalytical SkillsC-suite CommunicationCustomer Lifecycle ToolingCommercial AcumenData-Driven Decision MakingStrategic Account PlanningCross-Functional Collaboration

Required

10+ years of progressive experience in Customer Success, Account Management, or related roles, with a minimum of 3 years managing and mentoring a high-performing team

Proven track record of meeting or exceeding renewal and expansion revenue targets for a book of business exceeding $10MM

Strong commercial instincts with fluency in enterprise buying cycles, value frameworks, and negotiation strategies

Executive presence and the ability to communicate complex ideas to C-suite stakeholders in large-scale Enterprise organizations (e.g., 20,000+ student districts)

Demonstrated ability to navigate large, matrixed organizations and influence without authority

Willingness to travel regularly to meet with key account stakeholders

Strong operational discipline and demonstrated experience owning revenue forecasting and renewal pipeline management

Preferred

Experience in K-12 EdTech or broader Enterprise SaaS/technology environments

Demonstrated experience partnering with RevOps and FP&A to improve forecasting models and renewal playbooks

Strong analytical skills with comfort in financial modeling, unit economics, and data-driven storytelling

Familiarity with customer lifecycle tooling (Gainsight, Salesforce, etc.) and integrating these tools with other revenue systems

Benefits

Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.

Pet insurance

Free access to the Calm app

Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!

401(k) plan, which includes a employer match to help you build long-term financial security.

Flexible PTO plus 10 company holidays plus winter break (Dec 24th - Jan 1st).

Annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth within their current role and career aspirations at Newsela.