Customer Success Manager - Amplify

About Amplify

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. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents.

Job Description

Amplify is seeking a Customer Success Manager (CSM) to serve as the primary point of contact for our customers in the Strategic Region. 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, strategic thought partner, 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.

Essential Responsibilities

Account Ownership & Retention

• Own the Customer Journey: Manage 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.
• Trusted Advisor: Act as a consultant and coach to district leaders, defining and measuring the realization of curriculum objectives.
• Strategic Thought Partner: Connect Amplify’s products, professional learning, and implementation supports to local instructional priorities and student achievement goals.

Implementation, Onboarding & Operations

• Project Management: Execute project plans for implementations, ranging from standard back-to-school launches to complex district deployments.
• Onboarding: Work with district and school personnel to define project priorities, ensuring launch readiness and success.
• Risk Management: Proactively identify risks and launch blockers, alerting stakeholders and implementing solutions to keep projects on track.
• Operational Excellence: Leverage project tracking tools and 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.

Business Value & Data Analysis

• Data-Driven Insights: Analyze usage and student performance data, leading conversations with leaders to set yearly implementation goals and align on progress.
• Contract & Revenue Management: Understand customer contracts to ensure compliance, capitalize on upsell opportunities, and support renewals.
• Health Monitoring: Accurately report and monitor the health of customer engagements and drive corrective action plans where needed.

Cross-Functional Collaboration & Product Expertise

• Internal Partnership: Partner with internal teams to resolve customer issues, align on initiatives, and inform customer lifecycle processes.
• Product Mastery: Maintain expertise across Amplify’s suite of products (focusing on Literacy and/or STEM) to advise accounts.
• Problem Solving: Determine priority of account issues and coordinate with internal teams to remove barriers and provide timely resolutions.

Minimum Qualifications

• Education: Bachelor’s Degree or related work experience.
• Experience: 4+ years working in K–12 education with an understanding of teaching and learning, curriculum implementation, and district/school leadership priorities.
• Strategic Partnership: Ability to serve as a credible strategic thought partner to educators, translating complex implementation info into practical actions.
• Data Analysis & Communication: Ability to interpret customer data, identify patterns, and communicate concise, evidence-based recommendations.
• Skills: Excellent verbal, written, and presentation skills; ability to create district reports and meeting minutes.
• Project Management: Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.
• Escalation Management: Proven track record in handling customer escalations and fostering positive resolutions.
• Independence: Resourcefulness, independent problem-solving ability, and comfort operating under ambiguity.

Preferred Qualifications

• Experience in education, school/district leadership, or educational publishing/technology.
• Background in Elementary Literacy and/or STEM; experience teaching or using Amplify products.
• Technical proficiency with Salesforce, Gainsight, and Google Suite.
• Experience working in Account Management or Customer Success.
• Experience leading or facilitating professional learning, instructional coaching, and implementation-focused data conversations.