Senior Customer Success Operations Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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.

Expert Career Tips for Senior Customer Success Operations Manager Roles

To succeed in a competitive market as a Senior Customer Success Operations Manager, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Senior Customer Success Operations Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Senior Customer Success Operations Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.