VP of Customer Success

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 6 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.

VP of Customer Success

The Vice President of Customer Success (VP of CS) is accountable for driving adoption, retention, and Net Revenue Retention (NRR) by leading a high-performing, strategically aligned Customer Success organization. This role is central to how MagicSchool delivers value to customers, ensuring that every engagement drives measurable outcomes, expansion opportunities, and long-term loyalty.

The VP of CS operates with a company-wide perspective, ensuring that customer insights, needs, and impact are fully embedded in strategic decisions. This leader will partner closely with Sales, Product, RevOps, and Marketing to align customer experience with growth goals and product innovation. The ideal candidate is data-driven, bold, and unafraid to raise the bar on what exceptional customer success looks like at scale.

• Customer Outcomes & Growth:
  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.

• Strategic Leadership & Alignment:
  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.

• Data-Driven Performance Management:
  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.

• Customer Advocacy & Executive Influence:
  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.

• Cross-Functional Impact & Innovation:
  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.

• Organizational Leadership & Talent Development:
  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.

• Change Leadership:
  Anticipate market shifts and guide the organization through transformation with clarity and confidence. Operate as a visible, trusted leader who drives alignment and momentum across multiple teams.

• 15+ years of experience in Customer Success, Account Management, or related post-sales leadership roles, with 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.
  

Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until 10/13/25 - 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.

• 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.

• Plus a 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.