magicschool - Director of Customer Success, Central
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Requirements
• 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.).
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.
Benefits
• 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. • 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.
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