Customer Success Manager (East Coast)

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: 

Amplify is seeking a Customer Success Manager (CSM) to serve as the primary point of contact for our customers. In this role, you will own the customer experience from launch through ongoing partnership, ensuring a high-quality, outcomes-driven journey. You will manage account relationships, lead onboarding and implementation efforts, and provide ongoing support to help customers achieve their student achievement goals.

The CSM acts as a trusted advisor and coach, partnering cross-functionally to manage and grow a portfolio of accounts. You will drive retention, identify expansion opportunities, and ensure customers realize the full value of Amplify’s products. Whether supporting high-needs accounts or complex, multi-year implementations, you will mitigate risk and deliver measurable impact.

Essential Responsibilities:

Account Ownership & Retention

• Own the Customer Journey: Own the entire customer journey for a defined book of business from launch through post-sale, acting as the accountable party for account success, retention, and renewal.

• Strategic Planning: 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.

• Trusted Advisor: 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.

Implementation, Onboarding & Operations

• Project Management: Execute project plans for implementations (ranging from standard back-to-school launches to complex, multi-stream district deployments).

• Onboarding: Work with district/school personnel to define project priorities, ensuring launch readiness and success.

• Risk Management: Proactively identify risks and launch blockers; alert stakeholders and implement solutions or workarounds to keep projects on track.

• Operational Excellence: Leverage project tracking tools for consistency; maintain knowledge of project status to communicate effectively with internal and external partners.

• Resource Coordination: Coordinate the development of Professional Learning plans and involve product specialists as needed to meet customer requirements.

Business Value & Data Analysis

• Data-Driven Insights: Review and analyze account data to identify usage trends and develop actionable insights. Share findings with customers to inform ongoing curriculum strategy and with internal teams to drive decision-making.

• Contract & Revenue Management: 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.

• Health Monitoring: Accurately report and monitor the health of customer engagements and drive corrective action plans where needed.

Cross-Functional Collaboration, Product Expertise & Continuous Improvement

• Internal Partnership: Partner with internal teams to resolve customer issues, align on initiatives, and help inform the approach to customer lifecycle processes.

• Product Mastery: 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.

• Problem Solving: Determine the order and priority of account issues, coordinating with internal teams to provide timel