Full-Time Senior Customer Success Manager

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.

Responsibilities:

1. Drive 90% of portfolio schools to adopt MagicSchool into their weekly workflow
2. Run effective meetings (PDs, Kick-offs, etc.)
3. Produce good content (Tutorials, docs, videos, etc.)
4. Monitor, identify, and triage underperforming schools, designing and delivering effective intervention programs
5. Secure 90% of portfolio schools to renew (or expand) their contracts for the 25-26 school year
6. Identify and build relationships with decision-makers
7. Build trust and influence with teachers and administrators
8. Achieve a Net Revenue Retention (NRR) rate of at least 110% annually
9. Reduce customer churn rate to below 5% per quarter
10. Increase account expansion revenue by 15% year-over-year
11. Run a tight process to stay on top of lots of moving balls
12. Comfortable using (and configuring) technology
13. Comfortable using data to learn
14. Diligent and organized

Qualifications/Competencies/Skills:

• Hungry: Works hard, takes ownership
• Smart: Learns fast, curious, resourceful, creative
• Relationship-driven: Builds relationships easily, emotionally intelligent, excellent communication, warm
• Leadership: Provides leadership and mentorship
• Strategic: Leads strategic conversations, makes decisions

Experience:

• Worked in education as a teacher
• Customer Success Manager experience at another EdTech company (3+ years)
• (Ideal) Experience as an education administrator

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