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.

Responsibilities

• 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.

Qualifications & Experience

• 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, al