Strategic 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, visit amplify.com.

Job Description: 

We are seeking an experienced Strategic Customer Success Manager, who will serve as the primary point of contact for Amplify’s increasingly complex and high stakes accounts, ensuring they have a superior customer experience post-sales. This role requires skills in onboarding customers,  creating and implementing success plans, resolving issues, mitigating risks independently, and ensuring customer satisfaction and retention. The ideal candidate will possess strong relationship-building skills, support regional training and education, and be a product expert across 3-4 lines.. 

The candidate who is selected for this role will need to reside within the South Central Region (Texas, Arkansas, New Mexico, Louisiana, or Oklahoma) or currently work on the Customer Success South Central team.

This position requires 10-20% travel for both external and internal meetings.

Essential Responsibilities:

Own the entire customer journey

• Own complex customer engagements from launch through the post-sale customer lifecycle, being accountable for account success and retention for some of our district partners

• Lead implementation progress and account health, and maintain knowledge of project status to communicate to customers and internal partners

• Develop and execute strategic success plans aligned with customer goals, facilitating account expansion and retention.

• Conduct impact reviews to document success to date, review adoption and usage metrics, align on district priorities, provide adoption and usage recommendations and align Amplify’s product roadmap with customer needs

• Determine order and priority of account issues and help to implement solutions or workarounds, coordinating with internal teams; communicate with district/school personnel to provide timely updates on issue resolution

• Accurately report and monitor health of customer implementations and drive corrective action plans where needed

Risk Management and Strategic Planning

•  Possess a strong strategic presence, with a proven ability to effectively engage in discussions with both instructional and technical leaders

• Act as a trusted advisor and coach, define and measure / confirm the realization of our customer's curriculum objectives through the use of our programs

• Serve as the Amplify primary point of contact for district leaders and educators, working in close collaboration with Sales and Professional Learning to deliver a superior customer experience

• Handle escalated customer issues with diplomacy to ensure customer satisfaction.

• Manage well in situations with uncertainty, maintaining focus on solutions.

• Document and update risks by being resourceful and an independent problem-solver 

Deliver business value

• Develop and maintain a deep understanding of customer district requirements to ensure compliance with terms and proactively make recommendations

• Review and analyze account data to understand usage trends, sharing key insights with customers to inform ongoing curriculum strategy

• Use data to develop actionable insights for decision-making and enhance customer success

• Prepare formal presentations and data reviews showcasing ROI and tracking success metrics

• Understand customers’ needs and priorities to optimize the use of Amplify’s product portfolio

• Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives

• Build strong relationships to support customer renewal efforts and identify opportunities for