Director of Customer Success

Summary

Join MagicSchool, a leading generative AI platform for teachers, as their Director of Customer Success. You will play a crucial role in driving customer retention, expansion, and satisfaction within a rapidly growing EdTech SaaS environment. Leading a team, you will leverage data-driven decision-making, manage team performance, and collaborate with other departments. This role requires strong leadership, operational rigor, and experience in managing and scaling customer success teams. Initially leading individual contributors, this role may evolve to managing managers as the team grows. The ideal candidate will have extensive experience in customer success within a tech SaaS environment and a proven track record of success.

Requirements

• Data-Driven Leadership: Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance
• People & Performance Management: Strong track record of setting clear expectations, holding teams accountable, and motivating high performers
• Cross-Functional Collaboration: Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals
• Hiring & Talent Development: Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively
• Strategic Thinking & Execution: Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience
• 10+ years in Customer Success within a tech SaaS environment
• 5+ years of experience managing CS teams (including hiring and performance management)
• Strong Salesforce experience, particularly in dashboard management
• Demonstrated ability to run customer success operations at scale

Responsibilities

• Run the Business: Own customer success metrics and dashboards in Salesforce (daily, operational, and strategic views) to drive data-informed decision-making
• Manage the Team: Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Develop and maintain a high-performing team culture
• Cross-Functional Leadership: Work closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams
• Talent Development & Hiring: Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team
• Invest in Self-Growth: Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success

Preferred Qualifications

• 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.)

Benefits

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