Senior Customer Success Manager
Role Description: The Senior Customer Success Manager will ensure a portfolio of schools and districts effectively use MagicSchool to reduce teacher burnout and improve student learning. You will independently manage complex projects and strategic growth with large districts, overseeing critical customer relationships. By shaping our customer success playbook, leading onboarding and training sessions, and conducting monthly check-ins, you will drive product adoption, deepen usage, and secure renewals. Your role is pivotal in building lasting relationships with our education community.
WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 1 year old, and more than 2.5 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 https://www.magicschool.ai and connect with our passionate community on our wall of love at https://love.magicschool.ai/all.
Responsibilities:
In this role, you are responsible for driving to the following outcomes & results:
90% of portfolio schools adopt Magic School into their weekly workflow
Runs effective meetings (PDs, Kick-offs, etc.)
Produces good content (Tutorials, docs, videos, etc.)
Effectively monitors, identifies and triages schools that are underperforming
Designs and delivers effective intervention programs
90% of portfolio schools renew (or expand) their contracts for the 25-26 school year
Can identify and build relationships with decision makers
Build trust and influence with both teachers and administrators alike. Can 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.
Runs a tight process to stay on tops of lots of moving balls
Is comfortable using (and configuring) technology
In comfortable using data to learn
Is diligent and organized
Qualifications/Competencies/Skills:
To be successful in this role, you will bring the following competencies:
Hungry: Works hard, do whatever it takes, takes ownership
Smart: Learns fast, curious, resourceful, creative
Relationship-driven: Build relationships easily, emotionally intelligent, communication, warm
Leadership: Provide leadership and mentorship to the customer experience team
Strategic: Lead strategic conversations, make decisions on what best supports districts
Experience:
You will bring the following experiences:
Worked in education as a teacher
In an ideal world, you will have these additional experiences:
Experience working in education as an administrator
You have been a customer success manager at another EdTech company for 3+ years
Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, and vision/dental insurance.
Application Notice:
Notice: Priority Deadline and Review Start Date
Please note that applications for this position will be accepted until 8/5/24 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. Thank you for your interest, and we look forward to reviewing your application.
Our Values:
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.
Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
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.
Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.
