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.

• oversee a portfolio of Zillow’s key real estate partners across Zillow Pro, Follow Up Boss, and Showcase • deliver a first class experience to agents, teams and brokerages • leverage data and customer insights to drive activation, adoption, retention, and expansion across this full product suite • develop and conduct strategic coaching sessions, manage client relationships and implement scalable best practices • drive adoption and value across the full Agent Success product stack • serve as the primary post‑sales consultant and trusted advisor for real estate professionals • quickly build rapport with key stakeholders, understand their business objectives and challenges • drive results through strategic, data-driven business reviews • facilitate onboarding and adoption across Zillow’s product suite • leverage reporting to identify performance gaps and challenges • coordinate with internal cross‑functional partners to resolve issues

• Serve as the primary point of contact for assigned customer accounts, building and maintaining trusted advisory relationships with IT security teams, CISOs, compliance officers, and system administrators. • Conduct regular check-in calls and emails to assess customer sentiment, address emerging concerns, and reinforce the value of the Syteca platform in their security posture. • Track onboarding milestones and keep a pulse on how customers are adopting the platform — identifying which features are being used, which are underutilized, and where additional guidance may be needed. • Triage and coordinate resolution of customer-reported issues by engaging Technical Support and maintaining transparent communication throughout the resolution lifecycle. • Document all customer interactions, success plans, risk indicators, expansion signals, and action items in the CRM (e.g., HubSpot) to maintain a complete and current account history. • Collect, organize, and relay customer feedback, feature requests, and pain points to the Product Management team to inform the Syteca product roadmap and prioritization decisions. • Proactively inform customers about new key platform functionalities, product updates, and feature releases.

• Successfully manage the overall relationship with the client and all stakeholders. • Develop service strategy to ensure renewal and growth of client accounts and retention of members for assigned accounts. • Develop plans to increase client revenue and profitability through better utilization of network, pricing strategies, and communication of new and enhanced offerings. • Ensure both company and client objectives, expectations and goals are being met. • Exercise judgement in handling client discussions, escalations and issue resolution. • Demonstrate proactive ability to diagnose and fix root cause drivers of service and/or delivery problems. • Develop and manage strategic plans in the most proactive and strategic manner possible and find new and innovative ways to show clients the value of the products and services purchased. • Proactively identify potential service issues and takes steps to resolve identified issues. • Lead and mentor account managers to resolve simple and complex issues as well as develop solutions proactively. • Successfully onboard new clients in a manner that sets them up for continued success. • Conduct professional and productive in-person meetings with clients. • Willingness to travel up to 20% of the time to clients, Lantern headquarters (Dallas) and appropriate industry events.