Full-Time Director of Customer Success

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 with education institutions.
• Prior experience transitioning from managing ICs to managing managers.
• Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).

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