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
• 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

Desirable

• As the Director of Customer Success, you will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction for our largest customers. You will strategically scale our Customer Success function within a fast-growing EdTech SaaS environment
• With extensive experience in large enterprise and strategic accounts, you will lead and evolve the team to meet the demands of a sophisticated client base. This role requires 30% travel. Candidates based in Mountain or Pacific Time Zones are preferred
• 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