Senior Customer Success Operations Manager

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.

Senior CS Operations Manager

Role Description

We're looking for a Senior Customer Success Operations Manager who can own and scale the analytical, planning, and systems infrastructure that our CS organization runs on - and who drives measurable improvements in retention visibility, leadership decision-making, and cross-functional execution. You will be the analytical backbone of our CS team: a person leaders turn to when they need a number explained, a planning cycle run, or a program landed.

Responsibilities

In this role, you will be responsible for driving towards the following outcomes:

• Reliable, Scalable CS Systems: Own and administer our CS tech stack, including Salesforce CRM, ensuring data integrity, workflow automation, and tool adoption so that CS teams spend less time on manual work and more time with customers.

• Renewal & Partner Program Infrastructure: Own the design and execution of complex, cross-functional systems projects - including our self-serve renewal platform for digital partners - balancing technical requirements (Salesforce integration, API logic, contract automation) with the strategic judgment to push back when a proposed approach isn't right for the customer experience.

• Data Visibility That Drives Decisions: Build and maintain reporting infrastructure that gives CS leaders real-time visibility into retention, expansion, and team performance - then analyze that data to drive operational decisions like hiring and quota-setting.

• Leading Cross-Functional Programs That Land: Define and manage programs spanning CS, Sales, Product, and Support, driving alignment and accountability so that company-wide initiatives translate into clear action for the CS org.

Qualifications/Competencies/Skills

To be successful in this role, you'll bring the following skills and competencies:

• Salesforce & CRM Administration: Deep hands-on experience building and maintaining workflows, custom objects, and automations in Salesforce — ideally with an admin certification.

• Data Analysis & Reporting: Proficiency in SQL and/or BI tools (e.g., Looker, Tableau, Sigma) to build reliable reporting and translate raw data into clear, actionable insights.

• Operational Planning: Experience owning planning cycles — capacity modeling, headcount, OKRs — with a structured, data-driven approach that creates clarity and alignment.

• Project & Program Management: Ability to manage complex, cross-functional projects across CS, Sales, Product, Support, and external partners - navigating competing priorities and organizational dynamics to drive clear accountability and follow-through.

• Cross-Functional Influence: You earn trust across teams — CS, Sales, Product, Support, and external partners — and can align stakeholders around a shared plan without relying on authority. Critically, you're comfortable pushing back on decisions that aren't right for customers, even when the pressure to go along is coming from above.

• Structured Communication: You translate operational complexity into clear, concise narratives for both IC and executive audiences, written and verbal.

• Autonomous Execution: You drive projects forward with minimal direction, proactively identify what needs to be done, and follow through reliably.

Experience

Required:

• 3 - 5 years of experience in Customer Success Operations, Revenue Operations, or a related field at a SaaS company.

• Proven track record of owning and improving CRM systems, with demonstrated impact on data quality, workflow efficiency, or team adoption.

• Proven track record of leading cross-functional planning cycles - such as capacity modeling, headcount planning, or OKR setting - with measurable outcomes.

• Proven track record of building reporting infrastructure and using data analysis to influence strategic decisions at the leadership level.

Highly Preferred:

• Experience working in EdTech or directly in K12 education.

• Experience as a solo or near-solo ops function at a high-growth company - where you owned the full surface area (systems, data, planning, and programs) and had no choice but to earn trust at every level to get things done.

Application Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until May 10 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. Thank you for your interest, and we look forward to reviewing your application.

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.