Edtech.com's Summary

MagicSchool is hiring a Digital Customer Success Manager. This role involves directly supporting school and district customers by answering questions, conducting onboarding sessions, and ensuring optimal use of MagicSchool’s AI tools. The manager will work with cross-functional teams to refine digital success programs and provide personalized support leveraging data insights, empowering educators to integrate these tools smoothly into their workflows.

Highlights

Main responsibilities include onboarding support, direct customer engagement, and digital adoption enhancement.
Requires 1-2 years of experience in tech/SaaS customer success or related roles.
Strong communication skills and familiarity with CRM platforms like Salesforce or Gong are essential.
Compensation details not specified.
Benefits include unlimited PTO, comprehensive health coverage, wellness stipend, 401(k) match, and vision/dental insurance.
Preferred qualifications include experience in EdTech or familiarity with K-12 environments.
Role involves collaborating with multiple departments such as Marketing, Product, and Engineering.
Aims to achieve a Net Revenue Retention of 110% annually while keeping churn below 5% per quarter.

Digital Customer Success Manager Full Description

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.

ROLE OVERVIEW

We’re looking for a Digital Customer Success Manager to be the frontline champion for our school and district customers. In this role, you’ll provide direct support—answering customer questions, running onboarding sessions, and ensuring educators and administrators get maximum value from MagicSchool’s AI tools. You’ll collaborate closely with cross-functional teams to optimize our digital success programs and use data-driven insights to deliver proactive, personalized support. Your mission is to empower teachers at scale, helping them integrate MagicSchool seamlessly into their daily workflows.

KEY RESPONSIBILITIES

Onboarding & Training Support
- Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform.
- Conduct virtual training sessions and one-on-one meetings using established learning materials and resources.
Direct Customer Engagement & Advocacy
- Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings.
- Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement.
Digital Adoption & Customer Journey
- Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides).
- Assist in creating and maintaining data-driven user segments to deliver more targeted outreach and increase adoption.
Data-Driven Insights & Reporting
- Track and report on customer health indicators (usage, engagement, satisfaction).
- Identify early signs of churn or low engagement and propose solutions or escalations as needed.
Renewal & Expansion Targets
- Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
- Collaborate with Senior CSMs and Sales to support renewal conversations and identify expansion opportunities.
- Gather customer feedback to inform continuous product improvement and highlight value during renewal cycles.
Continuous Improvement & Collaboration
- Support the development and refinement of digital success playbooks and processes.
- Work cross-functionally with Marketing, Product, and Engineering to share customer feedback and help shape our user experience.

QUALIFICATIONS & COMPETENCIES

Required:

1–2 years of experience in tech/SaaS Customer Success or a related customer-facing role.
Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly.
Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously.
Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar).
Passion for education and enthusiasm for helping teachers and administrators use technology effectively.

Preferred:

Previous experience in EdTech or familiarity with K–12 education environments.
Background in education (teaching or administration) is a strong plus.
Exposure to Learning Management Systems (LMS) and digital training resources.
Basic data analytics skills to interpret usage data and craft proactive support strategies.
Experience in a fast-paced startup environment or wearing multiple hats.

Application Notice:

Applications will be accepted until 3/3/25. Early submissions are encouraged, and all applications received by the priority deadline will be given equal consideration. We look forward to reviewing your application.

Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance.

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.

Original Job Description

ROLE OVERVIEW

KEY RESPONSIBILITIES

Onboarding & Training Support
- Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform.
- Conduct virtual training sessions and one-on-one meetings using established learning materials and resources.
Direct Customer Engagement & Advocacy
- Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings.
- Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement.
Digital Adoption & Customer Journey
- Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides).
- Assist in creating and maintaining data-driven user segments to deliver more targeted outreach and increase adoption.
Data-Driven Insights & Reporting
- Track and report on customer health indicators (usage, engagement, satisfaction).
- Identify early signs of churn or low engagement and propose solutions or escalations as needed.
Renewal & Expansion Targets
- Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
- Collaborate with Senior CSMs and Sales to support renewal conversations and identify expansion opportunities.
- Gather customer feedback to inform continuous product improvement and highlight value during renewal cycles.
Continuous Improvement & Collaboration
- Support the development and refinement of digital success playbooks and processes.
- Work cross-functionally with Marketing, Product, and Engineering to share customer feedback and help shape our user experience.

QUALIFICATIONS & COMPETENCIES

Required:

1–2 years of experience in tech/SaaS Customer Success or a related customer-facing role.
Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly.
Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously.
Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar).
Passion for education and enthusiasm for helping teachers and administrators use technology effectively.

Preferred:

Previous experience in EdTech or familiarity with K–12 education environments.
Background in education (teaching or administration) is a strong plus.
Exposure to Learning Management Systems (LMS) and digital training resources.
Basic data analytics skills to interpret usage data and craft proactive support strategies.
Experience in a fast-paced startup environment or wearing multiple hats.

Our Benefits: We are proud to offer generous benefits, such as unlimited PTO, 100% employer covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance.

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.

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