Director of Customer Success Management
Hostaway
VP of Customer Success
MagicSchool AI
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $180,000 - $200,000 per year
Job Level
Lead
About the role
- Own the strategy and execution for driving adoption, retention, and expansion across the customer base.
- Ensure NRR consistently exceeds company goals through proactive engagement, strategic value delivery, and measurable impact.
- Embed the customer voice into company-wide decision-making.
- Partner with Sales, Product, and RevOps to ensure seamless alignment across the customer lifecycle, from onboarding and adoption to renewal and expansion.
- Define and operationalize key success metrics, dashboards, and analytics to measure adoption, retention, and health trends.
- Translate insights into bold strategies and actions that improve customer and business outcomes.
- Represent the customer in executive and board-level discussions.
- Champion customer feedback in product strategy, pricing, and GTM initiatives to ensure MagicSchool’s offerings continue to drive value and differentiation.
- Lead cross-company initiatives that transform the customer journey, remove friction, and improve collaboration between departments.
- Introduce new frameworks, playbooks, and scalable solutions that enhance the customer experience.
- Build, mentor, and inspire a world-class Customer Success organization.
- Develop emerging leaders, foster collaboration across teams, and create an environment that celebrates innovation, learning, and excellence.
- Anticipate market shifts and guide the organization through transformation with clarity and confidence.
Requirements
- 15+ years of experience in Customer Success, Account Management, or related post-sales leadership roles.
- At least 5+ years leading large, multi-segment CS organizations in SaaS or edtech environments.
- Proven track record of delivering high NRR performance and driving measurable improvements in adoption, retention, and customer satisfaction.
- Strong executive presence, able to communicate with clarity, authority, and strategic insight across all levels, including board members and C-suite.
- Demonstrated success building scalable processes, systems, and teams that align CS strategy with company growth goals.
- Deep understanding of customer lifecycle metrics, forecasting, and performance management frameworks.
- Skilled at leading through change and building trust in high-growth, fast-evolving environments.
- Excellent cross-functional collaboration skills, with a reputation for influencing outcomes beyond direct authority.
Benefits
- Unlimited time off to empower our employees to manage their work-life balance.
- 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.
- Plus a 401k match & monthly wellness stipend
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementSaaSedtechcustomer lifecycle metricsperformance management frameworksdata analyticsstrategic value deliveryprocess buildingforecasting
Soft skills
executive presencecommunicationleadershipcross-functional collaborationinfluencing outcomesmentoringstrategic insighttrust buildinginnovationadaptability
