Customer Success Manager

About the role

Amplify helps teachers bring delight and rigor to students every day. We have become a leader in K–12 literacy, biliteracy, math, and science by building inspiring teaching and learning experiences based on research. The Amplify Classroom platform combines curriculum, assessment, and supplemental learning into one coherent high-quality instructional system. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents.

Responsibilities

• 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.
• 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.
• 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.
• Execute project plans for implementations (ranging from standard back-to-school launches to complex, multi-stream district deployments).
• Work with district/school personnel to define project priorities, ensuring launch readiness and success.
• Proactively identify risks and launch blockers; alert stakeholders and implement solutions or workarounds to keep projects on track.
• Leverage project tracking tools for consistency; maintain knowledge of project status to communicate effectively with internal and external partners.
• Coordinate the development of Professional Learning plans and involve product specialists as needed to meet customer requirements.
• Review and analyze account data to understand usage trends and develop actionable insights. Share these impact reviews with customers to inform ongoing curriculum strategy and with internal teams to drive decision-making.
• Review and analyze account data to understand usage trends; share key insights with customers to inform ongoing curriculum strategy and drive ROI.
• 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.
• Accurately report and monitor the health of customer engagements and drive corrective action plans where needed.
• Partner with internal teams to resolve customer issues, align on initiatives, and help inform the approach to customer lifecycle processes.
• 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.
• Determine the order and priority of account issues, coordinating with internal teams to provide timely updates on resolution.

Qualifications

• Education: Bachelor’s Degree or related work experience.
• Experience: 1+ years of experience in Account Management or Customer Success.
• Skills: Excellent verbal, written, and presentation skills; ability to create district reports and meeting minutes. Strong organizational skills with the ability to manage multiple projects in a fast-paced environment. Proven track record in handling customer escalations and fostering positive resolutions. Exceptional communication and presentation skills, with the ability to engage and influence stakeholders at all executive levels. Strong strategic thinking, project management skills, and the ability to drive results independently. Resourcefulness, independent problem-solving ability, and comfort operating under ambiguity.
• Preferred Qualifications: Experience in education, school/district leadership, or educational publishing/technology. Background in Elementary Literacy and/or STEM; experience teaching or using Amplify products. Experience with Salesforce, Gainsight, and Google Suite. Location: The selected candidate will ideally reside in the South Central region (preferably located in the following states: New Mexico, Texas, Oklahoma, Arkansas, or Louisiana).

Benefits

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. 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.