Customer Success Specialist supporting nonprofits using Auctria’s fundraising event platform. Resolving user issues through email, chat, and occasional calls from Canada’s Pacific time zone.
About the role
- Senior Customer Success Manager managing renewals, adoption, and expansion across Texas school districts. Supporting MagicSchool’s generative AI platform for educators and students.
Responsibilities
- Lead critical partnerships across midsized Texas school districts to reduce teacher burnout and accelerate student learning
- Manage a multimillion-dollar book of business and drive customer adoption and renewals
- Oversee complex onboarding and renewal processes
- Coach teachers and administrators through organizational change
- Design interventions that boost product adoption
- Manage a portfolio of approximately 50–75 mid-market districts
- Maintain Net Revenue Retention above target through strategic price increases and seat expansion
- Deliver high-impact training and implementation strategies
- Create scalable support materials, including tutorials and one-pagers
- Identify at-risk accounts and execute churn-mitigation intervention playbooks
- Develop 90-day action plans for high-stakes renewals
- Run structured discovery across district roles and map solutions to stakeholder priorities
- Build trust with district executive leadership through data-driven storytelling and consultative selling
- Contribute insights to the Customer Success playbook
- Drive cross-functional strategy in leadership meetings
- Mentor junior team members
Requirements
- 3–7 years of experience as an individual contributor managing mid-market or enterprise accounts in a SaaS environment, ideally in EdTech
- Demonstrated track record of meeting or exceeding NRR and GRR targets
- Direct experience leading commercial conversations across renewals, expansion, and pricing
- Experience navigating complex, multi-stakeholder organizations and building executive-level relationships
- Technically proficient in Salesforce or a comparable CRM
- Willingness to travel within Texas as needed to support district relationships (30%)
- Deep understanding of the Texas educational landscape
- Understanding of TEA/SBOE dynamics
- Ability to lead complex financial negotiations involving contraction risks, pricing adjustments, and expansion opportunities
- Ability to conduct consultative discovery and multi-stakeholder management
- Ability to segment and prioritize a book by ARR, strategic influence, and use-case potential
- Strong executive communication skills
- Former teacher, coach, or school administrator experience is a plus
Benefits
- Work on cutting-edge AI technology that directly impacts educators and students
- Mission-driven team focused on making education more efficient and equitable
- Flexibility of working from home
- Unlimited time off
- Choice of employer-paid health insurance plans
- Dental and vision coverage at very low premiums
- Generous stock options, vested over 4 years
- 401k match
- Monthly wellness stipend
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