Experienced Director of Customer Success – EdTech SaaS Customer Retention & Growth

At careerzynith, we're revolutionizing the education sector with our cutting-edge generative AI platform, MagicSchool. As a leading EdTech company, we're committed to empowering educators worldwide to create a more inclusive and effective learning experience. We're now seeking an exceptional Director of Customer Success to join our top-performing team and drive customer satisfaction, retention, and growth in our fast-growing SaaS environment.

• *About careerzynith**

careerzynith is a pioneering EdTech company that's changing the face of education with its innovative AI-powered platform, MagicSchool. With over 4 million teachers from around the world already on board, we're on a mission to make education more accessible, engaging, and effective. Our team is passionate about harnessing the power of AI to bring joy and magic into every learning experience. We're committed to fostering a community that supports educators during this period of rapid technological change, while prioritizing responsibility, safety, and diversity.

• *Role Description**

As a Director of Customer Success at careerzynith, you'll play a critical role in driving customer satisfaction, retention, and growth in our EdTech SaaS environment. You'll lead a high-performing team of customer success managers, working closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams. Your primary responsibilities will include:

• **Run the Business:** Own customer success metrics and dashboards in Salesforce to drive data-informed decision-making, ensuring a deep understanding of customer needs and preferences.
• **Manage the Team:** Conduct 1:1s, team meetings, and performance reviews, holding individuals accountable to key expectations while developing and maintaining a high-performing team culture.
• **Cross-Functional Leadership:** Collaborate with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.
• **Talent Development & Hiring:** Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team.
• **Invest in Self-Growth:** Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success.

• *Qualifications/Competencies/Skills**

To succeed in this role, you'll need:

• **Data-Driven Leadership:** Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.
• **People & Performance Management:** Strong track record of setting clear expectations, holding teams accountable, and motivating high performers.
• **Cross-Functional Collaboration:** Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.
• **Hiring & Talent Development:** Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.
• **Strategic Thinking & Execution:** Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.

• *Experience**

We're looking for a seasoned professional with:

• 10+ years of experience in Customer Success within a tech SaaS environment.
• 5+ years of experience managing CS teams (including hiring and performance management).
• Strong Salesforce experience, particularly in dashboard management.
• Demonstrated ability to run customer success operations at scale.

• *Nice to Have**

While not essential, we'd love to see:

• 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.).

• *Benefits & Culture**

As a valued member of our team, you'll enjoy:

• Unlimited PTO.
• 100% employer-covered health insurance.
• A wellness stipend.
• A 401(k) match.
• Vision/dental insurance.
• A dynamic, supportive work environment that fosters community, innovation, and excellence.

• *Our Values**

At careerzynith, we're guided by a set of core values that reflect our commitment to educators, students, and the education sector as a whole:

• **Educators are Magic:** We believe that educators are the most important ingredient in the educational process – they're the magic, not the AI. We trust them, empower them, and put them at the center of leading change in service of students and families.
• **Joy and Magic:** We strive to bring joy and magic into every learning experience – pushing the boundaries of what's possible with AI.
• **Community:** We foster a community that supports one another during a time of rapid technological change, listening to their needs and serving them.
• **Innovation:** We recognize that 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 ever before.
• **Responsibility:** We prioritize responsibility and safety in the technological change that AI is bringing to education.
• **Diversity:** We value diversity of thought, perspectives, and backgrounds, which helps us serve the wide audience of educators and students around the world.
• **Excellence:** We strive for the highest quality in everything we do, ensuring that educators and students deserve the best.

If you're a seasoned customer success leader who's passionate about driving growth, retention, and satisfaction in the EdTech sector, we'd love to hear from you. Apply now to join our top-performing team at careerzynith and be part of a revolution that's changing the face of education forever.

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