Senior Manager of Customer Success, MagicSchool AI

• You’ll bring a strong operational mindset, experience managing teams, and a collaborative approach to working across Sales, Product, and Support
• This role is ideal for someone who has managed a mid-sized CSM team in a startup environment
• 4–7 years of experience managing Customer Success Managers in a SaaS environment (team lead experience not sufficient)
• Strong understanding of CS metrics and operational tools (Salesforce required; Gainsight/ChurnZero/Totango a plus)
• A proven ability to hold individuals accountable, give feedback, and manage performance
• Experience partnering with cross-functional teams on account strategy and customer experience
• A proactive and flexible working style that thrives in startup-paced environments

Desirable

• As a Senior Manager of Customer Success at MagicSchool, you will lead a team of high-performing CSMs focused on driving adoption, retention, and expansion within our K-12 district customer base
• In this role, you’ll work closely alongside other CS managers who manage their respective regions
• You’ll be both a coach and operator - motivating your team while using data to guide outcomes
• Managing and Developing a Team: Lead a team of Customer Success Managers through effective 1:1s, coaching, performance reviews, and feedback cycles. Set clear expectations and build team accountability
• Driving Retention & Satisfaction: Use KPIs and customer insights to ensure account health, proactively manage risk, and drive renewal and expansion conversations
• Cross-Functional Execution: Partner with Sales, Product, and Support teams to ensure a seamless customer experience and deliver on customer goals
• Operational Excellence: Monitor and report on key CS metrics using Salesforce dashboards and other tools to inform strategies and decisions
• Hiring and Onboarding: Help identify and onboard new team members as we grow. Contribute to building a high-performing team culture