Senior Customer Success Manager, Northeast

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 a Senior Customer Success Manager, you will lead high-touch partnerships across mid-sized Northeastern school districts to ensure our tools reduce teacher burnout and accelerate student learning at scale. As a regional expert and commercial lead, this consultative position involves managing a multimillion-dollar book of business. Key responsibilities include driving customer adoptions and leading renewal efforts.

You will oversee complex onboarding and renewal processes, coach teachers and administrators through change, and design interventions that boost adoption.

This role is regional, meaning you should live in and bring extensive experience in Edtech in the Northeast/ Mid-Atlantic to be considered for this role.

In this role, you will own a portfolio of school and district relationships and be responsible for driving the following measurable outcomes:

• Portfolio Growth and Retention: You will manage a multimillion dollar portfolio while maintaining a Net Revenue Retention (NRR) rate above target through strategic price increases and seat expansion.

• Product Adoption: You will drive active usage across your districts by delivering high-impact training and implementation strategies and creating compelling support materials, such as tutorials and one-pagers, that ensure implementation is scalable and our tools become essential to daily teacher workflows.

• Churn Mitigation: You will identify at-risk accounts and execute intervention playbooks to maintain a gross churn rate below company thresholds, specifically focusing on a 90 day action plan for high-stakes renewals.

• Strategic Relationship Management: You will build deep trust with district executive leadership, managing accounts with individual ARR values of six-figures or more through data-driven storytelling and consultative selling.

• Leadership and Mentorship: You will scale our collective impact by contributing high level insights to the Customer Success playbook, driving cross functional strategy in leadership meetings, and mentoring junior team members to elevate the entire regional organization.

• Key Metrics of Success

  • Net Revenue Retention

  • Churn Rate

  • Pilot conversion

  • Expansion Growth

  • Operational Excellence

To be successful in this role, you’ll bring the following skills and competencies:

• Ownership Mentality: You take full responsibility for your portfolio, working with a high degree of urgency and a bias toward action.

• Commercial Fluency: You are comfortable leading complex financial negotiations, including discussing contraction risks, pricing adjustments, and expansion opportunities.

• Relationship-Driven: You build deep trust with teachers and district leaders alike.

• Regional K-12 Expertise: You possess a deep understanding of the Northeastern educational landscape and currently reside in the region.

• Strategic Problem Solving: You can balance long-term account health with the immediate pressures of a fast-paced renewal season.

Required

• 5 - 8 years of experience as an individual contributor managing enterprise or strategic accounts in a SaaS environment.

• A proven track record of meeting NRR and retention targets.

• Demonstrated experience leading commercial conversations around renewals, expansion, and pricing

• Technically proficient and able to manage tools such as Salesforce, Gong, and LMS integrations

• Extensive experience in the K-12 EdTech sector within the state of Texas.

• Comfort and availability to travel up to 30% of the time

Preferred

• Familiarity with the NY BOCES ecosystem, you understand how these regional entities influence district-level buying and implementation, and you can leverage these structures to drive regional adoption at scale, a strong plus

• Background in education as a former teacher, coach, or school administrator, a plus
  

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.