MagicSchool AI

• Own and administer our CS tech stack, including Salesforce CRM - building automations, maintaining data integrity, and ensuring workflows move people through the right stages. • Write SQL queries against our data warehouse (BigQuery) and GTM stack to build and maintain the reporting layer CS leadership runs on. • Support the design and execution of systems that power our renewal motion, including our self-serve renewal platform for digital partners, translating business requirements into system automations and workflows.

• Own the development, planning, execution, and optimization of customer communication strategy. • Build, schedule, and send email campaigns across the full customer lifecycle. • Inherit and monitor active evergreen journeys and execute optimizations based on engagement data. • Monitor campaign and journey performance proactively and surface insights. • Partner closely with cross-functional teams to execute campaigns on-brief and on-time. • Design and execute A/B tests on messaging, timing, segmentation, and subject lines.

• Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks. • Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up. • Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation. • Identify and surface patterns in recurring issues to team leads. • Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration.

• Taking new features and products from idea to delivery • Understands systems and architecture to ensure new components fit within the existing system • Produces a lot of quality code in a short amount of time • Effectively debugs complex code • Builds software that is easy for others to understand and maintain • Ensures we’re building the right things • Develops opinions on user experience • Talks to users to understand their pain • Works closely with designer and product manager to build the right things the right way

• Own and administer our CS tech stack, including Salesforce CRM, ensuring data integrity, workflow automation, and tool adoption. • Own the design and execution of complex, cross-functional systems projects - including our self-serve renewal platform for digital partners. • Build and maintain reporting infrastructure that gives CS leaders real-time visibility into retention, expansion, and team performance. • Define and manage programs spanning CS, Sales, Product, and Support, driving alignment and accountability.

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 and connect with our passionate community on our Wall of Love. Role Description As the Director of Customer Success, Central you will serve as a critical senior leader responsible for driving retention, expansion, and customer satisfaction for our largest customers. You will strategically scale our Customer Success function within a fast-growing EdTech SaaS environment. We are looking for a leader who brings enterprise depth, strong operational instincts, and a track record of building high-performing teams. You've managed teams who own complex, strategic accounts and know what it takes to retain and grow them at scale. This role requires 30% travel. Candidates based in Central or Mountain Time Zones are preferred. Responsibilities In this role, you will be responsible for driving towards the following outcomes: - Boost Net Revenue Retention (NRR) by designing, implementing, and optimizing scalable customer success playbooks that drive product adoption and value realization, ensuring high customer engagement and minimizing churn risk. - Achieve a Customer Satisfaction (CSAT) score above 90% by owning the data narrative, interpreting comprehensive customer success metrics (daily, operational, strategic) in Salesforce, and translating insights into actionable strategies to continuously improve the high-touch customer journey. - Reduce customer onboarding time for complex, multi-stakeholder implementations through continuous process improvement, identifying opportunities to streamline work, contributing strategic ideas, and proactively reducing ambiguity for the team and cross-functional partners. - Develop direct reports by establishing trust, providing clear, actionable feedback and career coaching, and holding the team fully accountable to clear expectations to foster a high-performance culture and effectively manage performance. - Ensure alignment across departments by building strong relationships and collaborating closely with Sales, Product, and executive leadership to align on goals, influence cross-functional decisions, and secure resources necessary for enterprise-tier success. Experience & Qualifications To be successful in this role, you’ll bring the following experience and qualifications: - 7+ years of required experience in Customer Success within a tech SaaS environment, with a strong emphasis on scaling operations. - 4+ years of required experience managing Customer Success teams (including hiring, performance management, and talent development). - Enterprise Expertise: Deep expertise in navigating, coaching, and scaling teams tasked with managing complex, high-value enterprise partnerships. You understand the unique nuances of maintaining long-term, multi-million dollar account health. - Data-Driven Leadership: Expert ability to build, interpret, and leverage complex Salesforce dashboards and reporting to define required analyses and drive data-informed decision-making. - Strategic Thinking & Execution: Proven ability to break down complex issues, develop strategic approaches, and execute quickly with minimal guidance and full ownership over critical projects. - Influence & Collaboration: Proven ability to coordinate, align, and influence across CS managers, Sales leadership, and executive peers to achieve organizational goals. Nice to Have: - Experience in EdTech or working with education institutions. - Prior experience transitioning from managing ICs to managing managers. - Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.). 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. For full time employees: - 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. - 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.

• Champion secure development practices including threat modeling and code reviews. • Maintain core security infrastructure and partner with IT and engineering leadership. • Own the end-to-end IAM security strategy across the cloud and internal tooling. • Design and execute threat modeling exercises and plan red team assessments. • Serve as the first responder for security incidents and evolve incident response playbooks. • Partner with IT and Compliance to support SOC 2 and FERPA programs.

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 and connect with our passionate community on our Wall of Love. Role Description As a Senior Customer Success Manager, Texas, you will lead high-level strategic partnerships across major school districts in the state to ensure our tools reduce teacher burnout and accelerate student learning at scale. As a Texas market 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 within the unique Texas educational landscape. You will oversee complex onboarding and renewal processes, coach teachers and administrators through change, and design interventions that boost adoption. This role is regional, meaning you should live in Texas and bring extensive experience in Texas EdTech (handling large ISDs and understanding TEA/SBOE dynamics) to be considered for this role. 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 Net Revenue Retention (NRR) rate above target through strategic price increases and seat expansion. - Product Adoption: You will drive active usage across your districts by delivering high-impact training and implementation strategies and creating compelling support materials, such as tutorials and one-pagers, that ensure implementation is scalable and 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. - Team Selling Approach: You operate as the "CEO of your accounts," proactively identifying internal resources and mobilizing cross-functional partners to deliver without waiting to be asked. - Consultative Stakeholder Management: You guide district leaders toward the right solution rather than simply reacting to requests. You bring a prescriptive point of view while ensuring the customer feels heard and valued. - Texas K-12 Expertise: You possess a deep understanding of the Texas educational landscape. - Strategic Problem Solving: You can balance long-term account health with the immediate pressures of a fast-paced renewal season. Experience Required - 5 - 8 years of experience as an individual contributor managing enterprise or strategic accounts in a SaaS environment. - A proven track record of meeting GRR and NRR and retention targets. - Demonstrated experience leading commercial conversations around renewals, expansion, and pricing - Comfortable navigating complex, multi-stakeholder organizations and building relationships at the executive level. - Technically proficient in Salesforce or a comparable CRM. - Willingness to travel within the state as needed to support district relationships (30%). Preferred - Background in education as a former teacher, coach, or school administrator, a plus 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. For full time employees: - 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. - 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.

• You will manage a multimillion dollar portfolio while maintaining a Gross Revenue Retention (GRR) rate above target through strategic price increases and seat expansion. • You will drive active usage across your districts by maintaining a deep understanding of the product and delivering high-impact training and implementation strategies. • You will identify at-risk accounts and execute intervention playbooks to maintain a gross churn rate below company thresholds. • You will build deep trust with district executive leadership, managing accounts with individual ARR values of six-figures or more. • 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.

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 and connect with our passionate community on our Wall of Love. AI Enablement & Strategy Consultant You will serve as a high-impact architect of MagicSchool's internal AI transformation by consolidating fragmented adoption into a scalable, measurable enablement program. Reporting to Sarah McDaniel, Senior Director of Business Operations, you will build the playbooks and infrastructure necessary for our teams to achieve long-term AI self-sufficiency. Engagement Details - Fixed-term contract: 4 months - Estimated commitment: 15 to 20 hours per week - This role is remote-flexible; however, some travel to Denver will be expected to support in-person collaboration with the team Responsibilities In this role, you will be responsible for driving towards the following outcomes: - Functional Enablement & Playbook Development: Conduct team by team workflow audits to identify high ROI automation opportunities, resulting in localized AI playbooks and reusable templates for 100% of GTM and Operations functions. - Competency Framework & Integration: Define clear AI competency expectations for technical and non-technical roles, providing a structured rubric that leadership can integrate into existing performance and leveling frameworks. - Measurement & Impact Tracking: Establish a centralized dashboard and methodology to track AI adoption rates and workflow efficiency gains, providing a data informed view of ROI across the organization. - Strategic Roadmap & Tooling Advisory: Review the current tool stack and governance framework to provide a prioritized 6 to 12 month roadmap, including a formal recommendation on future internal staffing needs for AI enablement. - Knowledge Transfer & Culture Building: Host regular office hours and functional deep dives to demystify AI concepts for non technical staff, ensuring all engagement artifacts are documented for a seamless handoff. Experience & Qualifications To be successful in this role, you’ll bring the following experience and qualifications: - Consulting & Transformation Leadership: You possess at least 7 years of experience in management consulting with a minimum of 2 years focused specifically on enterprise AI strategy or operational AI transformation. - B2B SaaS Expertise: You have a proven track record of designing enablement programs within technology companies, specifically navigating the unique scaling challenges of Series B through D organizations. - Technical Breadth with Practical Application: You maintain deep familiarity with the current LLM landscape including Claude and ChatGPT Enterprise, along with experience deploying workflow automation tools in non technical environments. - Change Management Mastery: You can translate complex technical concepts into executive ready artifacts and have experience building governance frameworks that accelerate adoption rather than create bureaucracy. - Autonomous Operating Style: You are comfortable navigating ambiguity and can define your own path toward a clear mandate while working approximately 20 hours per week. - Mission Alignment: Ideally, you bring experience within EdTech or mission driven SaaS environments and have a background in organizational development. - Consulting Fluency: You have prior experience in fractional or fixed term engagements and understand how to scope, deliver, and hand off high quality work within a 4 month window. 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. For full time employees: - 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. - 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.