Director of Customer Success

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over a year and a half old, and more than 4M 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 and connect with our passionate community on our Wall of Love.

Director of Customer Success

Role Description: As a Director of Customer Success at MagicSchool, you will play a critical role in driving retention, expansion, and customer satisfaction within a fast-growing EdTech SaaS environment. Sitting alongside a Manager of Customer Success, you will bring senior leadership experience, deep operational rigor, and a strong data-driven approach to managing and scaling customer success. While initially leading an individual contributor team, this role may evolve into managing managers as the team scales.

Responsibilities: 

• Run the Business: Own customer success metrics and dashboards in Salesforce (daily, operational, and strategic views) to drive data-informed decision-making.

• Manage the Team: Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Develop and maintain a high-performing team culture.

• Cross-Functional Leadership: Work closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.

• Talent Development & Hiring: Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team.

• Invest in Self-Growth: Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success.

Qualifications/Competencies/Skills:

• Data-Driven Leadership: Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.

• People & Performance Management: Strong track record of setting clear expectations, holding teams accountable, and motivating high performers.

• Cross-Functional Collaboration: Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.

• Hiring & Talent Development: Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.

• Strategic Thinking & Execution: Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.

Experience:

• 10+ years in Customer Success within a tech SaaS environment.

• 5+ years of experience managing CS teams (including hiring and performance management).

• Strong Salesforce experience, particularly in dashboard management.

• Demonstrated ability to run customer success operations at scale.

Nice to Have:

• Experience in EdTech or working …