Customer Success Manager

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.

Responsibilities

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; Act as a consultant and coach to district leaders, defining and measuring the realization of curriculum objectives; 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; Leverage project tracking tools for consistency and maintain knowledge of project status; Coordinate the development of Professional Learning plans and involve product specialists as needed; Review and analyze account data to understand usage trends, measure curriculum impact, and develop actionable insights; Develop a deep understanding of customer contracts to ensure compliance, support renewal efforts, and identify upsell opportunities; Accurately report and monitor the health of customer engagements and drive corrective action plans; Partner with internal teams to resolve customer issues and align on initiatives; Maintain expertise across Amplify’s suite of products to advise accounts on curriculum strategy; Determine the order and priority of account issues, coordinating with internal teams to provide timely updates

Requirements

Located in Mountain or Pacific time zones; Bachelor’s Degree or related work experience; 2+ years of experience in Account Management or Customer Success; 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; 10% travel required

Nice to have

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