Director of Customer Success

MagicSchool AI

Job Overview

Location

Remote

Salary

USD 150,000 - 170,000 annual

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Executive (12+ years)

Application Deadline

March 9, 2026

About the Company

MagicSchool AI is a pioneering generative AI platform dedicated to empowering teachers. In just over two years, we have attracted over seven million educators globally. We are a fast-growing company committed to making a significant social impact in education.

Our mission is to support educators, recognizing them as the core of the educational process. We aim to bring joy and innovation to learning experiences, pushing the boundaries of what AI can achieve. We foster a strong community that supports educators through rapid technological change, always listening to and serving their needs.

MagicSchool AI believes in the transformative power of innovation to address the outdated aspects of the education system. We see AI as an opportunity to enhance equity, improve access, and better serve the individual needs of students. Responsibility and safety are paramount in our approach to AI in education. We value diversity of thought, perspective, and background to effectively serve our global audience of educators and students, always striving for excellence in everything we do.

Job Description

MagicSchool AI is seeking a dynamic and experienced Director of Customer Success to lead our efforts in retaining and growing our largest customer accounts. This pivotal role involves scaling our Customer Success function within a fast-paced EdTech SaaS environment, ensuring our clients achieve maximum value from our generative AI platform.

You will be responsible for developing and implementing strategic playbooks to boost Net Revenue Retention (NRR) and achieve exceptional Customer Satisfaction (CSAT) scores. This includes owning the data narrative, interpreting customer success metrics, and translating insights into actionable strategies to enhance the customer journey.

Furthermore, you will streamline the customer onboarding process for complex implementations, foster a high-performance culture by developing direct reports, and build strong collaborative relationships across Sales, Product, and executive leadership to align goals and secure necessary resources for enterprise-tier success. This role requires a commitment to continuous improvement and a passion for making a real impact in education.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer Success ManagementSaaSEnterprise SalesTeam LeadershipSalesforceData AnalysisCustomer RetentionNet Revenue Retention (NRR)Customer Satisfaction (CSAT)OnboardingProcess ImprovementPerformance ManagementTalent DevelopmentCross-functional CollaborationStrategic Planning

Key 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.

Qualifications

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).
Deep expertise in navigating, coaching, and scaling teams tasked with managing complex, high-value enterprise partnerships.
Expert ability to build, interpret, and leverage complex Salesforce dashboards and reporting to define required analyses and drive data-informed decision-making.
Proven ability to break down complex issues, develop strategic approaches, and execute quickly with minimal guidance and full ownership over critical projects.
Proven ability to coordinate, align, and influence across CS managers, Sales leadership, and executive peers to achieve organizational goals.
Experience in EdTech or working with education institutions (Nice to Have).
Prior experience transitioning from managing ICs to managing managers (Nice to Have).
Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.) (Nice to Have).