Director of Customer Success, Central

April 27, 2026 Auto Import

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.magicschool.ai">our website</a> and connect with our passionate community on our <a target="_blank" rel="noopener noreferrer nofollow" href="https://love.magicschool.ai/all">Wall of Love</a>.<h3>Role Description</h3>As the Director of Customer Success, Central you will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction for our largest customers. You will strategically scale our Customer Success function within a fast-growing EdTech SaaS environment.We are looking for a leader who brings enterprise depth, strong operational instincts, and a track record of building high-performing teams. You've managed teams who own complex, strategic accounts and know what it takes to retain and grow them at scale. This role requires 30% travel. Candidates based in Central or Mountain Time Zones are preferred. <h3>Responsibilities</h3>In this role, you will be responsible for driving towards the following outcomes:<ul style="min-height:1.5em"><li>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.</li><li>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.</li><li>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.</li><li>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.</li><li>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.</li></ul><h3>Experience & Qualifications</h3>To be successful in this role, you’ll bring the following experience and qualifications:<ul style="min-height:1.5em"><li>7+ years of required experience in Customer Success within a tech SaaS environment, with a strong emphasis on scaling operations.</li><li>4+ years of required experience managing Customer Success teams (including hiring, performance management, and talent development). </li><li>Enterprise Expertise: Deep expertise in navigating, coaching, and scaling teams tasked with managing complex, high-value enterprise partnerships. You understand the unique nuances of maintaining long-term, multi-million dollar account health.</li><li>Data-Driven Leadership: Expert ability to build, interpret, and leverage complex Salesforce dashboards and reporting to define required analyses and drive data-informed decision-making.</li><li>Strategic Thinking & Execution: Proven ability to break down complex issues, develop strategic approaches, and execute quickly with minimal guidance and full ownership over critical projects.</li><li>Influence & Collaboration: Proven ability to coordinate, align, and influence across CS managers, Sales leadership, and executive peers to achieve organizational goals.</li></ul><h3>Nice to Have:</h3><ul style="min-height:1.5em"><li>Experience in EdTech or working with education institutions.</li><li>Prior experience transitioning from managing ICs to managing managers.</li><li>Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).</li></ul>Why Join Us?<ul style="min-height:1.5em"><li>Work on cutting-edge AI technology that directly impacts educators and students.</li><li>Join a mission-driven team passionate about making education more efficient and equitable.</li><li>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.</li></ul>For full time employees:<ul style="min-height:1.5em"><li>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.</li><li>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.</li><li>Every employee is offered generous stock options, vested over 4 years.</li><li>401k match & monthly wellness stipend.</li></ul>Our Values:<ul style="min-height:1.5em"><li>Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.</li><li>Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.</li><li>Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.</li><li>Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.</li><li>Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.</li><li>Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.</li><li>Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.</li></ul>

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