Customer Success Manager

Amplify is a pioneer in K–12 education, leading in next-generation curriculum and assessment. The Customer Success Manager will serve as the primary point of contact for customers, managing account relationships and ensuring a superior customer experience throughout the customer lifecycle.

Responsibilities:

• Own the Customer Journey: Own the entire customer journey for a defined book of business from launch through post-sales, acting as the accountable party for account success, retention, and renewal
• Strategic Planning: Develop and execute advanced success plans aligned with customer goals to facilitate account expansion and retention. Cultivate robust partnerships with account leaders (instructional and technical) to develop long-term student achievement strategies and set multi-year goals
• Trusted Advisor: Act as a consultant and coach to district leaders, defining and measuring the realization of curriculum objectives. Serve as the primary point of contact, collaborating closely with internal teams to deliver a superior experience
• Project Management: Execute project plans for implementations (ranging from standard back-to-school launches to complex, multi-stream district deployments)
• Onboarding: Work with district/school personnel to define project priorities, ensuring launch readiness and success
• Risk Management: Proactively identify risks and launch blockers; alert stakeholders and implement solutions or workarounds to keep projects on track
• Operational Excellence: Leverage project tracking tools for consistency; maintain knowledge of project status to communicate effectively with internal and external partners
• Resource Coordination: Coordinate the development of Professional Learning plans and involve product specialists as needed to meet customer requirements
• Data & Impact Analysis: Review and analyze account data to understand usage trends, measure curriculum impact, and develop actionable insights. Share impact reviews with customers to inform ongoing strategy and ROI, and provide internal stakeholders with insights to support business decision-making
• Contract & Revenue Management: Develop a deep understanding of customer contracts to ensure compliance and proactively make recommendations. Capitalize on CSQL opportunities, support renewal efforts, and identify opportunities for upselling to contribute to overall business growth
• Health Monitoring: Accurately report and monitor the health of customer engagements and drive corrective action plans where needed
• Internal Partnership: Partner with internal teams to resolve customer issues, align on initiatives, and help inform the approach to customer lifecycle processes
• Product Mastery: Maintain expertise across Amplify’s suite of products (with a focus on Literacy and/or STEM) to advise accounts on curriculum strategy and support regional training efforts
• Problem Solving: Determine the order and priority of account issues, coordinating with internal teams to provide timely updates on resolution

Requirements:

• Education: Bachelor's Degree or related work experience
• Experience: 2+ years of experience in Account Management or Customer Success
• Skills: Excellent verbal, written, and presentation skills; ability to create district reports and meeting minutes
• Project Management: Strong organizational skills with the ability to manage multiple projects in a fast-paced environment
• Escalation Management: Proven track record in handling customer escalations and fostering positive resolutions
• Communication: Exceptional communication and presentation skills, with the ability to engage and influence stakeholders at all executive levels
• Strategic Skills: Strong strategic thinking, project management skills, and the ability to drive results independently
• Independence: Resourcefulness, independent problem-solving ability, and comfort operating under ambiguity
• Travel: 10% travel required
• Industry Knowledge: Experience in education, school/district leadership, or educational publishing/technology
• Subject Matter: Background in Elementary Literacy and/or STEM; experience teaching or using Amplify products
• Technical Proficiency: Experience with Salesforce, Gainsight, and Google Suite