Director of Enterprise Customer Success, Newsela

• 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

Desirable

• We are seeking a seasoned Enterprise Customer Success Director who combines world-class customer management expertise with strong commercial acumen
• This role will lead a team of Enterprise Customer Success Managers (CSMs) and own the retention and growth of our most strategic, $20MM+ Enterprise segment
• You will be responsible for driving long-term value creation across our largest and most complex customers (e.g. , districts with 20,000+ students)
• You will partner closely with Sales, Product, and Executive Leadership to ensure our enterprise clients achieve measurable outcomes while identifying and executing on growth opportunities
• 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