Director of Customer Success

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.

• 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.