The RoleAs the Customer Success Manager, you will oversee, nurture, and sustain a portfolio for midsize to large district partners in the Western region of the US and play a powerful role in ensuring educators successfully implement and derive continuous value from Magma.
Your primary mission is to onboard teachers, coaches, and school leaders and see through their long term success with Magma. As a CSM, you will be highly visible to schools, and will communicate frequently with district stakeholders including administrators, coaches, curriculum directors, and teachers. With deep product knowledge and a customer-centric mindset, you will advise leaders on how to leverage Magma's products and services to achieve their goals. You will work with coaches and teachers to ensure product adoption and best practices in the classroom, promoting exemplary mathematical instruction and discourse among teachers and students.
As a team player, you will collaborate with the CS team to exceed districts' expectations and continuously modify the customer experience. Equally important, you will enhance the customer experience by communicating closely with other teams such as Account Management, Product and Sales and aligning on a shared vision.
Primary Responsibilities- Build and maintain strong, trust-based relationships with district leaders and teachers as their primary point of contact
- Understand each district's unique needs and objectives as they pertain to their larger goals for Magma in the classroom
- Regularly communicate with customers to check on their satisfaction and provide assistance
- Guide new customers through the onboarding process to ensure a successful implementation
- Provide virtual and onsite training and resources to help customers effectively use Magma's products and services
- Strategize about low usage and at risk accounts, working closely with Account Managers to ensure our customers' successful renewal.
- Identify growth opportunities and work with Account Managers to expand customer accounts.
- Strategize about low usage and at risk accounts, working closely with Account Managers to ensure our customers' successful renewal.
- Encourage and support satisfied customers to become advocates, encouraging them to participate in case studies and testimonials.
- Gather customer feedback and insights to inform product development and improvement
- Analyze customer data and usage patterns to identify trends and opportunities for improvement
What you'll bring to the Magma team:- 2-5 years of work experience as a Customer Success Manager
- Previous work in ed tech, SaaS, and/or education
- Desire to work in a scale-up environment
- Proven track record of building and retaining strong relationships
- Self-led and goal oriented
- A curious mindset with a strong eagerness to learn and understand the product's technical aspects
- Proactive problem solving and strong organizational abilities
- Experience in using data and evidence to inform decision-making
- High-energy and strong interpersonal skills
- Confidence and ease when speaking to large groups of people
- Flexibility with working across timezones and willingness to travel
Why you'll love working here:- You'll be part of a growing tech scale-up with the incredibly important mission of positively impacting K-12 math education across the U.S.
- Supportive, highly collaborative team environment
- We invite your innovative ideas! Magma is open to new solutions and approaches. Your ideas and perspective will be incredibly valuable to the growth of Magma
- Visiting our partner districts is a blast! You'll see Magma in action in the tri-state area and across the country. Meeting our district teams in person is an incredibly rewarding experience and you'll learn deeply how the product is impacting student learning
- An opportunity to work on a meaningful mission and have an exceptional impact on education, society, and how children learn math across the world
Location:El Segundo, CaliforniaSalary: $90,000 - $110,000Note: we are planning on opening an office in the El Segundo area. This role will start as remote and will be four days per week in office once we have an office location.
Department Customer Success US Locations California
