Senior Customer Success Manager, West

Senior Customer Success Manager, West 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 https://www.magicschool.ai and connect with our passionate community on our Wall of Love https://love.magicschool.ai/all. ROLE DESCRIPTION As a Senior Customer Success Manager, you will lead high-level strategic partnerships across major school districts in the Western US to ensure our tools reduce teacher burnout and accelerate student learning at scale. As a regional expert and commercial lead, this consultative position involves managing a multimillion-dollar book of business. Key responsibilities include driving customer adoption and leading renewal efforts. You will oversee complex onboarding and renewal processes, coach teachers and administrators through change, and design interventions that boost adoption. This role is regional. Candidates must reside in Mountain or Pacific time zones. RESPONSIBILITIES In this role, you will own a portfolio of school and district relationships and be responsible for driving the following measurable outcomes: - Portfolio Growth and Retention: You will manage a multimillion dollar portfolio while maintaining a Gross Revenue Retention (GRR) rate above target through strategic price increases and seat expansion. - Product Adoption: You will drive active usage across your districts by maintaining a deep understanding of the product and delivering high-impact training and implementation strategies that add value throughout the customer journey, ensuring our tools become essential to daily teacher workflows. - Churn Mitigation: You will identify at-risk accounts and execute intervention playbooks to maintain a gross churn rate below company thresholds, specifically focusing on a 90 day action plan for high-stakes renewals. - Strategic Relationship Management: You will build deep trust with district executive leadership, managing accounts with individual ARR values of six-figures or more through data-driven storytelling and consultative selling. - Leadership and Mentorship: You will scale our collective impact by contributing high level insights to the Customer Success playbook, driving cross functional strategy in leadership meetings, and mentoring junior team members to elevate the entire regional organization. - Key Metrics of Success - Revenue Retention (GRR, NRR) - Churn Rate - Pilot conversion - Expansion Growth - Operational Excellence QUALIFICATIONS/COMPETENCIES/SKILLS To be successful in this role, you’ll bring the following skills and competencies: - Ownership Mentality: You take full responsibility for your portfolio, working with a high degree of urgency and a bias toward action. - Commercial Fluency: You are comfortable leading complex financial negotiations, including discussing contraction risks, pricing adjustments, and expansion opportunities. - Relationship-Driven: You build deep trust with teachers and district leaders alike. - Strategic Problem Solving: You can balance long-term account health with the immediate pressures of a fast-paced renewal season. - Project Management: You bring structure to complex, multi-stakeholder rollouts and can hold a district accountable to a shared implementation plan. EXPERIENCE Required - 5 - 8 years of experience as an individual contributor managing enterprise or strategic accounts in a B2B SaaS or EdTech environment, with a strong preference for K-12 EdTech - A proven track record of meeting revenue retention and expansion targets. - Demonstrated experience leading commercial conversations around renewals, expansions, and pricing - Technically proficient and able to manage tools such as Salesforce, Gong, and LMS integrations - Comfort and availability to ... (truncated, view full listing at source)