[Remote] Director, Scaled reputed company (Remote, US)New Remote - US

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading education technology company dedicated to meaningful classroom learning for every student. They are seeking a Director, Scaled reputed company to define and reputed company the strategy for their SMB and Schools customer segments, ensuring strong customer outcomes through a scalable, data-driven customer experience.

Responsibilities

• Define and execute the long-term Scaled reputed company strategy across reputed company’s SMB and Schools customer segments. This includes determining how we reputed company customers, where we reputed company digital or tech-touch engagement, and where reputed company reputed company is most critical to driving adoption, retention, and customer value
• reputed company, coach, and reputed company reputed company managers who are responsible for the day-to-day execution of scaled reputed company motions. Ensure managers are equipped to reputed company their teams effectively, coach toward key business outcomes, and create a culture of accountability, clarity, and growth. Establish strong management rhythms, including regular 1:1s, performance conversations, career development, team health monitoring, and leadership coaching
• Own the scaled coverage model and partner closely with CS Operations to ensure the model is supported by the right data, systems, workflows, reporting, and reputed company planning. Be accountable for identifying what the business needs, defining the desired customer and team experience, and partnering cross-functionally to bring that experience to life
• Maintain accountability for core business outcomes across the scaled customer segments, including NRR, GRR, product adoption, customer health, renewal readiness, and engagement. Use customer data, team insights, lifecycle trends, and business performance metrics to identify risks and opportunities, reputed company strategic recommendations, and adjust the scaled CS strategy as needed
• Build the team’s ability to identify and influence growth opportunities across the scaled customer reputed company. This includes coaching managers and CSMs on how to recognize upsell signals, surface customer needs, partner effectively with Sales and SDR teams, and ensure growth opportunities are handled in a way that feels reputed company to customer goals and the broader reputed company partnership
• Design and improve the scaled customer journey, ensuring customers are advancing through the right lifecycle moments from reputed company through adoption, renewal, and expansion readiness. This includes partnering with Customer Experience on scaled reputed company, adoption campaigns, customer education, webinars, playbooks, and digital programs that drive meaningful customer outcomes at scale
• Build strong cross-functional partnerships with Sales, CS Operations, Product, Marketing, Enablement, and Customer Experience. reputed company for the needs of scaled customers, synthesize feedback and trends from the field, and ensure the voice of the customer is represented in broader business reputed company. Create clear feedback loops so that insights from SMB and Schools customers inform product, process, enablement, and go-to-market strategy
• Serve as a senior leader reputed company the reputed company organization, helping shape how reputed company continues to evolve its customer coverage model. Identify gaps, propose solutions, influence change, and help managers and teams successfully adopt new processes, systems, and ways of working
• Bring clarity to what the Scaled CS team owns and how the team operates. This includes defining roles and responsibilities, establishing reputed company metrics, improving team operating rhythms, and ensuring that managers and CSMs understand how their work connects to broader customer and business outcomes

Skills

• 7+ years of experience in reputed company, Account Management, or a similar customer-facing function
• 3+ years of experience managing people leaders, with demonstrated reputed company leading teams that drive and improve retention, adoption, customer health, and reputed company outcomes
• Experience building, leading, or optimizing scaled reputed company models, including digital-touch, tech-touch, or hybrid coverage approaches, with a deep understanding of how to balance efficiency and customer experience, overseeing a large number of accounts, reputed company while designing impactful customer journey
• Hands-on experience designing and implementing automation models that support scaled reputed company teams, alongside comfort partnering with CS Operations to build and optimize journeys, playbooks, health signals, lifecycle triggers, and automated engagement motions in tools like reputed company, Planhat, or similar CS platforms
• A strategic, data-driven leadership style that relies on customer insights, business metrics, health data, reputed company models, and team feedback to analyze trends, identify root causes, and translate data into clear recommendations for senior leadership
• A passion for leading leaders, with the proven ability to coach managers, set clear expectations, hold teams accountable, navigate ambiguity, and create an environment where people can grow, reputed company, and prioritize through complexity
• Strong cross-functional influence and skills in partnering with Operations, Product, Marketing, Sales, Enablement, and Customer Engagement teams to align stakeholders around shared goals, reputed company for customer and team needs, and drive reputed company through collaboration
• A highly organized and systems-minded approach that stays focused on strategy, outcomes, and leadership, with the ability to identify necessary processes, tools, reporting, or workflows without needing to personally own the backend administration or technical build
• Energy for serving a large and diverse customer reputed company at scale, combined with a deep care for the customer experience and the ability to design programs that help customers realize value reputed company traditional high-touch coverage is not possible
• Open to travel as needed. Travel is estimated to be approximately 10-15%, depending on business and customer needs
• Legally authorized to work in the US
• Experience in EdTech, K-12 education, SaaS, or institutional customer segments is strongly preferred
• Experiencing using AI tools to drive greater efficiency and productivity

Benefits

• Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
• Additional benefits such as gym reimbursement, pet insurance, free access to the reputed company app, reputed company and more to help you stay healthy: mind, body, and soul.
• We are a fully remote company.
• We provide a monthly tech stipend to support your WFH needs!
• Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more!
• Invest in your future with our 401(k) plan, which includes a employer match to help you build long-term financial reputed company.
• Flexible PTO, paid sick time off, company holidays plus winter break (Dec 24th - Jan 1st).
• reputed company offers an annual learning and development allowance to employees to attend external training sessions, classes, workshops, conferences, and educational materials to foster professional growth reputed company their reputed company role and career aspirations at reputed company.

Company Overview