Director of Customer Success

Magic helps developers make product adoption frictionless, secure, and non-custodial while giving end-users more control of their online identity. We’re experiencing high growth as more companies adopt Web3 technologies. To date, Magic has enabled over 100,000 developers and enterprises to onboard over 10 million users to their apps — and we continue to grow rapidly. We are trusted by major brands such as Mattel, Macy’s, ImmutableX, Niftys, & OpenSea. We are backed by top investors such as Tiger Global, Lightspeed Ventures, SV Angel, Social Capital, Northzone, Placeholder, Naval Ravikant, Alexis Ohanian, and Balaji Srinivasan. If you are excited to help onboard the next billion users to a useful, accessible, and safe Web3, let’s chat! The Role As Magic’s first Director of Customer Success, you will lead the Customer Success team as they form meaningful partnerships with our customers and help them successfully adopt our products with a positive experience, driving growth through renewals and expansion. You will be managing our small but mighty team to ensure they have the necessary resources and support to thrive in their role. Responsibilities Set the overall vision and strategic plan for the Customer Success organization. Define and optimize customer lifecycle by driving programs and initiatives to improve engagement. Drive growth initiatives through new sales and upsell opportunities, while also reducing churn. Work closely with cross functional partners in Sales to align on strategies, renewal forecasting, coverage plans, and account opportunities. Lead and grow the team, from recruiting world class talent to developing strong individuals as they progress. Hire, train, and manage Customer Success Managers. Set an inspirational vision for the Customer Success Management team. and build the organization to execute it both in the short-term and long-term. Who You Are You have strong experience leading and managing Customer Success teams at a software company. You have proven ability to develop strategies, translate them into initiatives and track successful delivery. You have proven experience driving new and expansion sales, driving software adoption and leveraging customer success best practices. You hold strong operational and managerial skills that will drive organizational efficiencies, customer satisfaction, and a highly motivated team. You are able to collaborate with both internal and external stakeholders. You have experience successfully working with senior (C-level) executives, and are also not afraid to get hands on with the team. Compensation Range $180k-$240k Benefits Fully remote team and flexible working hours Competitive salary and stock options Unlimited paid time off 99% coverage of platinum-level Health, Vision, and Dental insurance 401(k) program Top of the line equipment $300 monthly budget for home office needs and professional development 16 weeks of paid parental leave Family planning and reproductive health benefit with $5,000 lifetime reimbursement through Maven Annual team meetups Discretionary performance bonus At Magic, we believe building a team full of diverse perspectives and experiences is vital to success. Therefore, we strongly encourage anyone historically underrepresented in tech to apply for this role. Magic does not discriminate based on gender, sexual orientation, race, religion, citizenship status, age, or physical ability. Empathy, authenticity, and inclusivity are at the core of all we do.