Director of Customer Success
WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over a year and a half old, and more than 4M 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.
Director of Customer Success
Role Description: As a Director of Customer Success at MagicSchool, you will play a critical role in driving retention, expansion, and customer satisfaction within a fast-growing EdTech SaaS environment. Sitting alongside a Manager of Customer Success, you will bring senior leadership experience, deep operational rigor, and a strong data-driven approach to managing and scaling customer success. While initially leading an individual contributor team, this role may evolve into managing managers as the team scales.
Responsibilities
Run the Business: Own customer success metrics and dashboards in Salesforce (daily, operational, and strategic views) to drive data-informed decision-making.
Manage the Team: Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Develop and maintain a high-performing team culture.
Cross-Functional Leadership: Work closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.
Talent Development & Hiring: Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team.
Invest in Self-Growth: Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success.
Qualifications/Competencies/Skills
Data-Driven Leadership: Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.
People & Performance Management: Strong track record of setting clear expectations, holding teams accountable, and motivating high performers.
Cross-Functional Collaboration: Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.
Hiring & Talent Development: Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.
Strategic Thinking & Execution: Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.
Experience
10+ years in Customer Success within a tech SaaS environment.
5+ years of experience managing CS teams (including hiring and performance management).
Strong Salesforce experience, particularly in dashboard management.
Demonstrated ability to run customer success operations at scale.
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.).
Notice: Priority Deadline and Review Start Date
Please note that applications for this position will be accepted until 2/21 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. Thank you for your interest, and we look forward to reviewing your application.
Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance.
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.