Job Description:Amplify is seeking a
Customer Success Manager (CSM) to serve as the primary point of contact for our customers in the Strategic Region. 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, strategic thought partner, 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. Build trusting relationships with instructional and district leaders by applying knowledge of Amplify products, instructional best practices, and professional learning to the customer's context. Serve as the primary point of contact, collaborating closely with internal teams to deliver a superior experience.
- Strategic Thought Partner: Serve as a strategic thought partner to district and school leaders, connecting Amplify's products, professional learning, and implementation supports to local instructional priorities and student achievement goals. Deploy an understanding of education, teaching, and district implementation to help customers interpret evidence, identify opportunities, and make informed decisions.
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. Build capacity of key stakeholders through regular cadence calls and by making connections to relevant product resources and professional development opportunities.
- 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: Analyze usage and student performance data, and lead conversations with school and district leaders to set yearly implementation goals and align on progress toward them. Connect findings with instruction and student outcomes, and recommend targeted supports and action steps.
- Contract & Revenue Management: Develop a deep understanding of customer contracts to ensure compliance and proactively make recommendations. Capitalize on upsell opportunities, support renewal efforts, and identify additional upselling opportunities 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 remove barriers, advance implementation goals, and 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.
- Continuous Improvement: Actively seeks opportunities to improve their own practice and advance customer outcomes, using feedback, evidence, and lessons learned to strengthen account and implementation support rather than maintaining the status quo.
Minimum Qualifications:- Education: Bachelor's Degree or related work experience.
- Experience: 4+ years working in K-12 education with an understanding of teaching and learning, curriculum implementation, and the roles and priorities of district and school leaders.
- Strategic Partnership: Ability to serve as a credible strategic thought partner to educators and district leaders, translating complex implementation or achievement information into practical decisions and actions.
- Data Analysis & Communication: Ability to interpret customer data, identify meaningful patterns, and communicate concise, evidence-based recommendations to varied audiences.
- 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.
- Schedule Flexibility: Willingness to work a flexible schedule to support international accounts, as needed, including participating in calls or meetings during non-standard business hours.
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.
- Experience: experience working in Account Management or Customer Success.
- Professional Learning & Coaching: Experience leading or facilitating professional learning, instructional coaching, school walkthroughs, and implementation-focused data conversations.
- Strategic District Partnership: Experience partnering with district or regional leaders to identify the most relevant evidence, communicate concise, audience-centered data insights, assess progress toward implementation goals, and recommend targeted next steps that build local capacity.
