Digital Customer Success Specialist

Summary

Join MagicSchool, a leading generative AI platform for teachers, as a Digital Customer Success Specialist. You will be the primary point of contact for school and district customers, providing onboarding, training, and ongoing support. This role involves direct customer engagement, using data-driven insights to optimize digital success programs and proactively address customer needs. You will collaborate with cross-functional teams, contribute to improving digital resources, and track key customer health indicators. The goal is to empower teachers by seamlessly integrating MagicSchool into their daily workflows and exceeding Net Revenue Retention targets. This position requires 1-2 years of experience in a customer-facing role within the tech/SaaS industry.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Previous experience in EdTech or familiarity with K–12 education environments
• Background in education (teaching or administration) is a strong plus
• Exposure to Learning Management Systems (LMS) and digital training resources
• Basic data analytics skills to interpret usage data and craft proactive support strategies
• Experience in a fast-paced startup environment or wearing multiple hats

Benefits

• Unlimited PTO
• 100% employer covered health insurance
• A wellness stipend
• A 401(k) match
• Vision/dental insurance