Senior Customer Success Manager - Florida

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, FL, you will lead high-level strategic partnerships across major Florida school districts 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, meaning you should live in and bring extensive experience in EdTech in Florida 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 Florida portfolio while maintaining a strong Gross Revenue Retention (GRR) rate and an expansion quota of $400K-$700K.

• Enterprise Implementation: You will lead end-to-end, highly customized implementations for large Florida districts. You will project-manage complex rollouts across multi-stakeholder hierarchies and serve as the senior CSM coordinating across internal teams to deliver a white-glove experience at scale.

• Pilot Conversion: You will partner with Sales on new Florida pilots, delivering a consultative implementation experience that converts pilots into full contracts and sets the foundation for long-term 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.

Qualifications/Competencies/Skills:

To be successful in this role, you will 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 the internal resources needed to set large clients up for success 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.

• Florida K-12 Expertise: You possess a deep understanding of the Florida educational landscape and currently reside in the state.

• Strategic Problem Solving: You can balance long-term account health with the immediate pressures of a fast-paced renewal season.

Required Experience:

• Significant experience as an individual contributor managing enterprise or strategic accounts in a SaaS environment

• Proven experience managing Florida school district accounts at the enterprise level, with a track record of handling large, complex implementations

• Proven track record of meeting or exceeding gross and net revenue retention targets and driving expansion within a book of business

• Demonstrated experience leading commercial conversations around renewals, expansion, and pricing for high-value accounts

• Comfortable navigating complex, multi-stakeholder organizations and building relationships at the executive level

• Technically proficient in Salesforce or a comparable CRM

• Deep experience in K-12 EdTech, with strong knowledge of the Florida market

• Willingness to travel within Florida as needed to support district relationships

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.