Senior Customer Success Manager

Summary

Join MagicSchool, a leading generative AI platform for teachers, as a Senior Customer Success Manager. You will manage a portfolio of schools and districts, ensuring effective use of the platform to reduce teacher burnout and improve student learning. This role involves managing complex projects, leading onboarding and training, and driving product adoption. You will build strong relationships with educators and administrators, shaping the customer success playbook and achieving key performance indicators. The ideal candidate possesses a strong background in education, experience in customer success, and a passion for improving education. MagicSchool offers a comprehensive benefits package.

Requirements

• Possess a "Hungry" work ethic: Work hard, do whatever it takes, take ownership
• Be "Smart": Learn fast, be curious, resourceful, and creative
• Be "Relationship-driven": Build relationships easily, be emotionally intelligent, possess strong communication skills, and be warm
• Possess "Leadership" skills: Provide leadership and mentorship to the customer experience team
• Be "Strategic": Lead strategic conversations, make decisions on what best supports districts
• Have worked in education as a teacher

Responsibilities

• Drive to 90% of portfolio schools adopting Magic School into their weekly workflow
• Run effective meetings (PDs, Kick-offs, etc.)
• Produce good content (Tutorials, docs, videos, etc.)
• Effectively monitor, identify and triage schools that are underperforming
• Design and deliver effective intervention programs
• Drive to 90% of portfolio schools renewing (or expanding) their contracts for the 25-26 school year
• Identify and build relationships with decision makers
• Build trust and influence with both teachers and administrators. Be able to talk pedagogy and budgeting
• Achieve a Net Revenue Retention (NRR) rate of at least 110% annually
• Reduce customer churn rate to below 5% per quarter
• Increase account expansion revenue by 15% year-over-year
• Run a tight process to stay on top of many tasks
• Be comfortable using (and configuring) technology
• Be comfortable using data to learn
• Be diligent and organized

Preferred Qualifications

• Have experience working in education as an administrator
• Have been a customer success manager at another EdTech company for 3+ years

Benefits

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