Senior Manager of Customer Success

Summary

Join MagicSchool, a leading generative AI platform for teachers, as a Senior Manager of Customer Success! Lead a high-performing team of CSMs, driving adoption, retention, and expansion within the K-12 district customer base. Collaborate with Sales, Product, and Support teams to ensure seamless customer experiences. Leverage data to guide outcomes, coach your team, and build a high-performing culture. This role requires 4–7 years of experience managing CSMs in a SaaS environment and a strong understanding of CS metrics and operational tools. The ideal candidate will reside in the Western US, preferably Denver, LA, or Seattle. MagicSchool offers a unique culture, unlimited time off, employer-paid health insurance, stock options, 401k matching, and a monthly wellness stipend.

Requirements

• 4–7 years of experience managing Customer Success Managers in a SaaS environment (team lead experience not sufficient)
• Strong understanding of CS metrics and operational tools (Salesforce required; Gainsight/ChurnZero/Totango a plus)
• A proven ability to hold individuals accountable, give feedback, and manage performance
• Experience partnering with cross-functional teams on account strategy and customer experience
• A proactive and flexible working style that thrives in startup-paced environments

Responsibilities

• Manage and Develop a Team: Lead a team of Customer Success Managers through effective 1:1s, coaching, performance reviews, and feedback cycles. Set clear expectations and build team accountability
• Driving Retention & Satisfaction: Use KPIs and customer insights to ensure account health, proactively manage risk, and drive renewal and expansion conversations
• Cross-Functional Execution: Partner with Sales, Product, and Support teams to ensure a seamless customer experience and deliver on customer goals
• Operational Excellence: Monitor and report on key CS metrics using Salesforce dashboards and other tools to inform strategies and decisions
• Hiring and Onboarding: Help identify and onboard new team members as we grow. Contribute to building a high-performing team culture

Preferred Qualifications

• Experience in EdTech or working with school districts
• Experience managing distributed teams
• Familiarity with managing onboarding and renewal processes end-to-end

Benefits

• 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
• Plus a 401k match & monthly wellness stipend