Customer Success Manager (East Coast)

Amplify is a pioneer in K–12 education, leading the way in next-generation curriculum and assessment. They are seeking a Customer Success Manager to own the customer experience from launch through ongoing partnership, ensuring a high-quality journey and managing account relationships to help customers achieve their student achievement goals.

Responsibilities:

• Own the Customer Journey: Own the entire customer journey for a defined book of business from launch through post-sale, 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-Driven Insights: Review and analyze account data to identify usage trends and develop actionable insights. Share findings with customers to inform ongoing curriculum strategy and with internal teams to drive 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 (focusing on Literacy and/or STEM) to advise accounts across all curriculum needs 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
• 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