Director of Customer Success, Central

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 our website https://www.magicschool.ai and connect with our passionate community on our Wall of Love https://love.magicschool.ai/all.

ROLE DESCRIPTION

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.

RESPONSIBILITIES

In this role, you will be responsible for driving towards the following outcomes:

- 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-functio...