Apply📍 United States, Canada
🧭 Full-Time
🔍 EdTech
🏢 Company: MagicSchool AI
- 1–2 years of experience in tech/SaaS Customer Success or a related customer-facing role.
- Excellent communication skills, comfortable leading virtual training sessions and resolving customer questions quickly.
- Strong organization and time-management abilities, able to manage multiple customer inquiries simultaneously.
- Basic understanding of using CRM or Customer Success platforms (e.g., Salesforce, Gong, or similar).
- Guide new customers through the onboarding process, answering questions and providing hands-on assistance with our platform.
- Conduct virtual training sessions and one-on-one meetings using established learning materials and resources.
- Serve as the primary point of contact for day-to-day customer inquiries via email, chat, or virtual meetings.
- Proactively follow up to address any challenges, ensuring fast issue resolution and consistent engagement.
- Contribute ideas to improve our digital onboarding resources (tutorials, videos, self-service guides).
- Assist in creating and maintaining data-driven user segments to deliver more targeted outreach and increase adoption.
- Track and report on customer health indicators (usage, engagement, satisfaction).
- Identify early signs of churn or low engagement and propose solutions or escalations as needed.
- Meet or exceed Net Revenue Retention (NRR) of 110% annually and keep churn below 5% per quarter through digital success strategies
- Collaborate with Senior CSMs and Sales to support renewal conversations and identify expansion opportunities.
- Gather customer feedback to inform continuous product improvement and highlight value during renewal cycles.
- Support the development and refinement of digital success playbooks and processes.
- Work cross-functionally with Marketing, Product, and Engineering to share customer feedback and help shape our user experience.
Data AnalysisReportingTrainingCRMData analyticsCustomer Success
Posted 14 days ago
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