Director of Customer Success, Central

MagicSchool AI

7d • Remote

About The Position

As the Director of Customer Success, Central 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. We are looking for a leader who brings enterprise depth, strong operational instincts, and a track record of building high-performing teams. You've managed teams who own complex, strategic accounts and know what it takes to retain and grow them at scale. This role requires 30% travel. Candidates based in Central or Mountain Time Zones are preferred.

Requirements

• 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.

Nice To Haves

• 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.).

Responsibilities

• 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.

Benefits

• 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.
• Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
• Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
• Choice of employer-paid health insurance plans so that you can take care of yourself and your family.
• Dental and vision are also offered at very low premiums.
• Every employee is offered generous stock options, vested over 4 years.
• 401k match & monthly wellness stipend.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed