This job posting has expired
Expired on April 1, 2026
Director of Self- Service
Job Description
MagicSchool is the premier generative AI platform for teachers. Join a top team at a fast-growing company that is working towards real social impact. You are a strategic, systems-thinking leader who will revolutionize how we support our Digital and SMB segments through a high-impact individual contributor role. Your mission is to design and implement a self-serve engine that drives retention and adoption through automation to empower our Customer Success team to scale.
Responsibilities
- Design and implement a zero-touch renewal process for the Digital segment to achieve a 75% or higher automated renewal rate
- Shift support-heavy tasks out of manual CSM workflows to increase the ARR capacity per rep by at least 30%
- Launch automated adoption sequences that drive a 15% increase in product adoption across the SMB customer base
- Develop the self-serve infrastructure required to support 2x customer growth without requiring a proportional increase in CSM headcount
- Partner with RevOps and Marketing to create a seamless digital journey that reduces inbound support volume for non-technical issues by 25%
Qualifications
- 8 or more years of experience in Customer Success, Customer Success Operations, or Digital Engagement within a SaaS environment
- At least 3 years specifically focused on scaling self-serve or digital-first motions for Digital and SMB segments
- Proven experience using Customer Success platforms such as Gainsight or ChurnZero plus marketing automation and process mapping tools
- A history of building systems from the ground up in a high-growth startup environment
- A Bachelor’s degree or equivalent practical experience in a related field
- Previous experience in the Education Technology sector or a similar mission-driven environment