Customer Success Manager, Strategic Accounts

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 Customer Success Manager (CSM) who will serve as the primary point of contact for Amplify’s largest district partners, ensuring they have a superior customer experience post-sales and throughout their multi-year implementation. The CSM is responsible for actively managing relationships across various district departments, overseeing the entire customer lifecycle from onboarding to ongoing support, and ensuring they fully leverage Amplify products. In this role, you will work with sales partners to retain current business while also facilitating account expansion. This role demands a proactive approach, strategic problem-solving skills, the ability to inspire your customers, and strong analytical capabilities.

The candidate who is selected for this role will need to reside in the Los Angeles area. This position requires 25-50% travel for local meetings, as well as meetings with the national team.  

Essential Responsibilities:

Own the entire customer journey

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

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

• Support  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 deployments and drive corrective action plans where needed

• Partner with sales team to facilitate subscription quotes and contract renewals

• Demonstrate ability to work independently and to collaborate effectively across team functions

Form close relationships with our customers

• Cultivate robust partnerships with leaders in various district departments to establish long-term student achievement strategies

• 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

• Participate in district events, be available for regular site visits, create district reports as needed

• 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

• Mitigate risks by being resourceful and an independent problem-solver

Deliver business value

• Develop and maintain an understanding of customer contracts and 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

• Lead regular check-in meetings with customers including goal setting and impact reviews to ensure account progress towards strategic goals and teacher and student performance; create and distribute meeting minutes and provide regular updates for assigned accounts that drive continued ROI

• 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<