Job Description:Amplify is seeking a strategic and empathetic leader to join our team as the
Director of Customer Success on the Customer Success and Development team. In this pivotal leadership role, you will report directly to the Regional VP of Customer Success and Development and assume responsibility for a regionalized team of Customer Success Managers (CSMs).
Your directive is to drive the post-sale customer journey, ensuring that districts and schools not only successfully onboard with Amplify's products but also achieve deep adoption, long-term value, and increase retention and drive expansion. As a manager and coach, you are responsible for nurturing your direct reports, guiding their account strategies, and effectively managing escalations. You will act as a strategic partner to internal cross-functional groups and an executive sponsor for some of our critical customers. By leveraging data-driven insights and fostering a culture of excellence, you will play a direct role in securing renewals, reducing churn, and expanding Amplify's footprint in the education landscape. This role demands a proactive approach, strong executive presence, strategic problem-solving skills, and the ability to inspire both your customers and your team.
Essential Responsibilities:Strategic Leadership & Team Management- Build and Mentor High-Performing Teams: Directly manage, hire, and develop a regional team of Customer Success Managers. Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow.
- Operational Execution: Translate high-level company objectives into actionable operational plans for your region. Set clear strategic goals for your team regarding retention, engagement, and customer sentiment.
- Performance consistency: Ensure consistent delivery of the "Amplify Experience" across all accounts in your region, standardizing best practices for onboarding, implementation tracking, and business reviews.
Account Health Monitoring & Intervention- Proactive Portfolio Management: Oversee the health of the regional book of business. Utilize Gainsight and other data tools to track usage metrics and account health scores, identifying at-risk accounts before they churn.
- Data-Driven Decision Making: Analyze trends and insights to make informed decisions. Maintain an in-depth understanding of key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Gross Revenue Retention (GRR), and logo retention.
- Interventional Support: Provide hands-on support for accounts requiring executive intervention, developing plans for struggling implementations and ensuring resources are deployed effectively.
Escalation Management & Customer Advocacy- Executive Escalations: Serve as the primary point of escalation for high-stakes customer issues. Swiftly identify root causes of dissatisfaction and navigate complex political landscapes within school districts to resolve conflicts.
- Cross-Functional Collaboration: Partner effectively with Sales, Product, Engineering, and Support teams to formulate solutions for customer challenges. Act as the "Voice of the Customer" internally to influence product roadmap and service improvements.
- Empathetic Communication: Communicate openly and empathetically with stakeholders at all levels-from classroom teachers to District Superintendents-turning challenging situations into opportunities to deepen loyalty and trust.
Stakeholder Communication & Relationship Building- C-Suite Engagement: Build and maintain strong relationships with key enterprise clients and decision-makers, fostering a partnership model rather than a vendor-client dynamic.
- Influence and Persuasion: Communicate complex ideas effectively to diverse audiences. Use your influence to align customer expectations with Amplify's capabilities and drive change management within customer organizations.
Minimum Qualifications:- Education: Bachelor's Degree or equivalent related work experience.
- Experience: 5+ years of experience in Customer Success, Account Management, or a related field, specifically managing accounts in a fast-paced environment.
- Leadership: Demonstrated experience managing direct reports (teams). Proven ability to mentor, coach, and drive performance within a team setting.
- Analytical Prowess: Strong analytical skills with a track record of using data (usage, health scores, retention rates) to drive strategy and decision-making.
- Technical Proficiency: Hands-on experience with Gainsight, Salesforce, and Google Suite.
- Communication: Exceptional written and verbal communication skills, with the ability to influence senior leadership and collaborate across departments.
- Travel: Ability to travel approximately 10% for client visits, team offsites, and conferences.
Preferred Qualifications:- Industry Background: Experience in the field of K-12 education, school/district leadership, or educational publishing/technology (EdTech).
- Scale: Experience managing a book of business or a team responsible for Enterprise-level accounts (high ACV).
- Change Management: Certification or experience in change management methodologies (e.g., Prosci) to assist districts in adopting new technology.
