Director of Customer Success, MagicSchool AI

• 7+ years of required experience in Customer Success within a tech SaaS environment, with a strong emphasis on scaling operations
• 5+ years of required experience managing Customer Success teams (including hiring, performance management, and talent development)
• 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
• This role requires approximately 30% travel

Desirable

• As Director of Customer Success, Central you will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction by strategically scaling our Customer Success function within a fast-growing EdTech SaaS environment
• You will bring senior executive experience, deep operational rigor, and a strong, data-driven methodology to lead and evolve the team
• The Central region encompasses TX, OK, KS, MO, MN, IA, and WI
• 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 customer journey
• Reduce customer onboarding time 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 team success
• 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