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 p