Senior Customer Success Manager (DMV)

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 and connect with our passionate community on our Wall of Love.

Senior Customer Success Manager (DMV)

Role Description: MagicSchool is seeking a mission-driven Senior Customer Success Manager (CSM) to lead strategic partnerships with schools and districts across your region. Your work will directly reduce teacher burnout and accelerate student learning through impactful implementation of our tools. This is not a reactive support role. It is a position for someone who thrives on owning relationships, driving outcomes, and building systems that scale.

You will oversee complex onboarding and renewal processes, coach teachers and administrators through change, and design interventions that boost adoption. Your portfolio will include some of our largest and most strategic school district partners.

This role is regional, meaning you must live in the region mentioned above to be considered for this role.

Responsibilities:

You will own a portfolio of school and district relationships and be responsible for driving the following measurable outcomes:

• Adoption and Engagement - Ensure MagicSchool is used weekly by teachers in your portfolio through excellent training, playbook-driven check-ins, and proactive engagement strategies.

• Content and Communication - Create compelling support materials such as tutorials, one-pagers, and quick-start guides that make implementation smooth and scalable.

• Intervention and Success Tracking - Monitor usage and performance data, flag at-risk schools early, and design tailored interventions to get them back on track.

• Renewals and Growth - Secure portfolio renewals and grow expansion revenue by building strong cases with data, storytelling, and strategic relationship-building.

• Leadership and Strategy - Contribute to the CX playbook and internal systems. Bring strategic insights to cross-functional meetings and mentor junior teammates.

Key Metrics of Success

• Net Revenue Retention

• Churn Rate

• Pilot conversion 

• Expansion Growth

• Operational Excellence

Qualifications/Competencies/Skills:

To succeed in this role, you will bring:

• Hungry - You take full ownership, work with urgency, and do not wait to be asked

• Urgent -  Quick learner, technically savvy, and a creative problem-solver.

• Relationship-Driven -You build deep trust with teachers and district leaders alike.

• Leader - You inspire others, offer coaching to customers, and lead conversations with clarity and purpose

• Strategic-  You balance long-term planning with short-term urgency.

Experience

Required

• 5+ years in SaaS Customer Success, preferably in a high-touch or strategic role

• Comfortable leading commercial conversations around renewals, expansion, and pricing

• Technically proficient and able to manage tools such as Salesforce, Gong, and LMS integrations

• Experience in Edtech or direct classroom/admin experience

• Comfort and availability to travel up to 25% of the time 

Preferred

• Experience in K through 12 EdTech

• Background in education as a former teacher, coach, or school administrator
  

Application Notice:

Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until 1/4/25 - 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.

Why Join Us?

• Work on cutting-edge AI technology that directly impacts educators and students.

• Join a mission-driven team passionate about making education more efficient and equitable.

• Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.

For full time employees:

• Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.

• Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.

• Every employee is offered generous stock options, vested over 4 years.

• 401k match & monthly wellness stipend.

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.