Senior Customer Success Manager - Florida

MagicSchool AI is the premier generative AI platform for teachers, aiming to reduce teacher burnout and accelerate student learning. The Senior Customer Success Manager will lead strategic partnerships in Florida's school districts, managing a multimillion-dollar portfolio and driving customer adoption and renewals.

Responsibilities:

• You will own a portfolio of school and district relationships and be responsible for driving the following measurable outcomes:
• You will manage a multimillion-dollar Florida portfolio while maintaining a strong Gross Revenue Retention (GRR) rate and an expansion quota of $400K-$700K
• 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• 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
• 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