Director of Customer Success

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 and connect with our passionate community on our Wall of Love.

As the Director of Customer Success, 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 senior executive experience, deep operational rigor, and a robust, data-driven methodology. With extensive experience in large enterprise and strategic accounts, you will lead and evolve the team to meet the demands of a sophisticated client base. This role requires 30% travel. Candidates based in Mountain or Pacific Time Zones are preferred

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.

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.

• 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.