Job Description:Amplify is seeking a
Customer Success Manager (CSM) to serve as the primary point of contact for our customers. In this role, you will own the customer experience from launch through ongoing partnership, ensuring a high-quality, outcomes-driven journey. You will manage account relationships, lead onboarding and implementation efforts, and provide ongoing support to help customers achieve their student achievement goals.
The CSM acts as a trusted advisor and coach, partnering cross-functionally to manage and grow a portfolio of accounts. You will drive retention, identify expansion opportunities, and ensure customers realize the full value of Amplify's products. Whether supporting high-needs accounts or complex, multi-year implementations, you will mitigate risk and deliver measurable impact.
Essential Responsibilities:Account Ownership & Retention- 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.
Implementation, Onboarding & Operations- 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.
Business Value & Data Analysis- 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.
Cross-Functional Collaboration, Product Expertise & Continuous Improvement- 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.
Personal Attributes- Inspirational leader: Empowers team members and fosters a culture of collaboration.
- Resilient: Thrives in high-pressure environments, maintaining focus and composure under stress.
- Growth Mindset: Open-minded, receptive to feedback, and committed to continuous self-development.
- Professional: Displays humility, professionalism, and confidence in interactions with team members and key stakeholders.
Required Qualifications:- 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.
Preferred Qualifications:- 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.
