WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at our website https://www.magicschool.ai and connect with our passionate community on our Wall of Love https://love.magicschool.ai/all.
ROLE DESCRIPTION
As the Director of Customer Success, Central you will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction for our largest customers. You will strategically scale our Customer Success function within a fast-growing EdTech SaaS environment.
We are looking for a leader who brings enterprise depth, strong operational instincts, and a track record of building high-performing teams. You've managed teams who own complex, strategic accounts and know what it takes to retain and grow them at scale. This role requires 30% travel. Candidates based in Central or Mountain Time Zones are preferred.
RESPONSIBILITIES
In this role, you will be responsible for driving towards the following outcomes:
- Boost Net Revenue Retention (NRR) by designing, implementing, and optimizing scalable customer success playbooks that drive product adoption and value realization, ensuring high customer engagement and minimizing churn risk.
- Achieve a Customer Satisfaction (CSAT) score above 90% by owning the data narrative, interpreting comprehensive customer success metrics (daily, operational, strategic) in Salesforce, and translating insights into actionable strategies to continuously improve the high-touch customer journey.
- Reduce customer onboarding time for complex, multi-stakeholder implementations through continuous process improvement, identifying opportunities to streamline work, contributing strategic ideas, and proactively reducing ambiguity for the team and cross-functional partners.
- Develop direct reports by establishing trust, providing clear, actionable feedback and career coaching, and holding the team fully accountable to clear expectations to foster a high-performance culture and effectively manage performance.
- Ensure alignment across departments by building strong relationships and collaborating closely with Sales, Product, and executive leadership to align on goals, influence cross-functional decisions, and secure resources necessary for enterprise-tier success.
EXPERIENCE & QUALIFICATIONS
To be successful in this role, you’ll bring the following experience and qualifications:
- 7+ years of required experience in Customer Success within a tech SaaS environment, with a strong emphasis on scaling operations.
- 4+ years of required experience managing Customer Success teams (including hiring, performance management, and talent development).
- Enterprise Expertise: Deep expertise in navigating, coaching, and scaling teams tasked with managing complex, high-value enterprise partnerships. You understand the unique nuances of maintaining long-term, multi-million dollar account health.
- Data-Driven Leadership: Expert ability to build, interpret, and leverage complex Salesforce dashboards and reporting to define required analyses and drive data-informed decision-making.
- Strategic Thinking & Execution: Proven ability to break down complex issues, develop strategic approaches, and execute quickly with minimal guidance and full ownership over critical projects.
- Influence & Collaboration: Proven ability to coordinate, align, and influence across CS managers, Sales leadership, and executive peers to achieve organizational goals.
NICE TO HAVE:
- Experience in EdTech or working with education institutions.
- Prior experience transitioning from managing ICs to managing managers.
- Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).
Why Join Us?
- Work on cutting-edge AI technology that directly impacts educators and students.
- Join a mission-driven team passionate about making education more efficient and equitable.
- Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
For full time employees:
- Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
- Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
- Every employee is offered generous stock options, vested over 4 years.
- 401k match & monthly wellness stipend.
Our Values:
- Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
- Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
- Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
- Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
- Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
- Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
- Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.