Customer Success Manager

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visitamplify.com.

Job Description:

Amplify is seeking a Customer Success Manager (CSM) who will serve as the primary point of contact for Amplify customers. In this role, you will own the customer journey through the entire customer lifecycle, from launch through post-sale, ensuring a superior customer experience. You will be responsible for managing account relationships, overseeing onboarding and implementations, and providing ongoing support to ensure customers meet their student achievement goals.

The CSM acts as a trusted advisor and coach, partnering cross-functionally to drive retention, expansion, and overall account growth within their book of business. Whether managing high-needs accounts or complex multi-year implementations, you will drive value, mitigate risk, and ensure our partners fully leverage Amplify's suite of products.

We are seeking candidates located in Mountain or Pacific time zones.

Essential Responsibilities:

Account Ownership & Retention

• 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.

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 & 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.

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 (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.

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.

Minimum 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.

• Travel: 10% travel required

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.

What we offer:

Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $80,000 - $90,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.