Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $135k - $155k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Amplify

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

📚 Education

☁️ SaaS

💰 Series C - Amplify Education on 2023-05

Education • SaaS

Amplify is a K–12 educational technology and curriculum company that builds next-generation, research-aligned curricula, assessments, and instructional tools for literacy, math, and science. Their offerings include core curricula (Amplify CKLA, Amplify ELA, Amplify Science), assessment and intervention products (mCLASS, Boost Reading, Boost Math), and digital/math resources (Amplify Desmos Math), plus tutoring and teacher professional learning resources. Amplify emphasizes the Science of Reading, provides an integrated digital platform for districts and teachers, and serves thousands of school districts and millions of students and teachers worldwide.

📋 Description

• Report directly to the Regional VP of Customer Success and Development • Directly manage, hire, and develop a regional team of Customer Success Managers • Foster a collaborative, high-achieving environment where team members are supported and empowered to grow • Translate company objectives into actionable operational plans for the region • Set strategic goals concerning retention, engagement, and customer sentiment • Standardize onboarding, implementation tracking, and business review best practices • Oversee the health of the regional book of business • Use Gainsight and other data tools to track usage metrics and account health scores • Identify at-risk accounts before churn • Analyze KPIs including NPS, CSAT, GRR, and logo retention • Provide executive intervention for struggling accounts and implementations • Develop intervention plans and deploy resources effectively • Serve as the primary escalation point for high-stakes customer issues • Identify root causes of dissatisfaction and resolve conflicts within school districts • Partner with Sales, Product, Engineering, and Support to solve customer challenges • Act as the Voice of the Customer to influence product roadmap and service improvements • Communicate empathetically with stakeholders from classroom teachers to District Superintendents • Build relationships with enterprise clients and decision-makers • Align customer expectations with Amplify’s capabilities and drive change management within customer organizations • Support district and school onboarding, adoption, long-term value, retention, renewals, and expansion

🎯 Requirements

• Bachelor’s Degree or equivalent related work experience • 5+ years of experience in Customer Success, Account Management, or a related field, specifically managing accounts in a fast-paced environment • Demonstrated experience managing direct reports (teams) • Proven ability to mentor, coach, and drive performance within a team setting • Strong analytical skills with a track record of using data to drive strategy and decision-making • Hands-on experience with Gainsight, Salesforce, and Google Suite • Exceptional written and verbal communication skills • Ability to influence senior leadership and collaborate across departments • Ability to travel approximately 10% for client visits, team offsites, and conferences • Experience in K-12 education, school/district leadership, or educational publishing/technology (EdTech) preferred • Experience managing Enterprise-level accounts preferred • Certification or experience in change management methodologies (e.g., Prosci) preferred • Legally authorized to work in the United States • Background check required if selected • May be required to provide additional documentation, proof of vaccination, or undergo enhanced background screening

🏖️ Benefits

• Equity • Bonus • 401(k) plan • Competitive health insurance • Mental health options • Basic life insurance • Paid time off • Parental leave • Access to best-in-class development programs • Remote work arrangement • Client visits, team offsites, and conferences travel opportunity