Digital Customer Success Specialist, MagicSchool AI

• 1–2 years of experience in tech/SaaS Customer Success or a related customer-facing role
• Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly
• Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously
• Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar)
• Passion for education and enthusiasm for helping teachers and administrators use technology effectively

Desirable

• We’re looking for a Digital Customer Success Specialist to be the frontline champion for our school and district customers
• In this role, you’ll provide direct support—answering customer questions, running onboarding sessions, and ensuring educators and administrators get maximum value from MagicSchool’s AI tools
• You’ll collaborate closely with cross-functional teams to optimize our digital success programs and use data-driven insights to deliver proactive, personalized support
• Your mission is to empower teachers at scale, helping them integrate MagicSchool seamlessly into their daily workflows
• Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform
• Conduct virtual training sessions and one-on-one meetings using established learning materials and resources
• Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings
• Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement
• Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides)
• Assist in creating and maintaining data-driven user segments to deliver more targeted outreach and increase adoption
• Track and report on customer health indicators (usage, engagement, satisfaction)
• Identify early signs of churn or low engagement and propose solutions or escalations as needed
• Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
• Collaborate with Senior CSMs and Sales to support renewal conversations and identify expansion opportunities
• Gather customer feedback to inform continuous product improvement and highlight value during renewal cycles
• Support the development and refinement of digital success playbooks and processes
• Work cross-functionally with Marketing, Product, and Engineering to share customer feedback and help shape our user experience

• Applications will be accepted until 3/3/25
• Early submissions are encouraged, and all applications received by the priority deadline will be given equal consideration. We look forward to reviewing your application