Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for customers within the Strategic Region.

• Oversee the customer journey from initial launch to ongoing partnership.

• Manage account relationships while leading onboarding and implementation initiatives.

• Provide continuous support to assist customers in reaching their student achievement objectives.

• Serve as a trusted advisor, strategic collaborator, and mentor to district and school leaders.

• Manage and expand a portfolio of accounts.

• Enhance customer retention, identify opportunities for expansion and upselling, and support renewal efforts.

• Create and implement success plans that align with customer objectives.

• Foster long-term partnerships and establish multi-year goals.

• Execute project plans for both standard and complex district implementations.

• Determine project priorities and ensure readiness for launch.

• Identify risks and obstacles to launch and implement effective solutions or workarounds.

• Maintain project status updates and communicate with both internal and external partners.

• Coordinate Professional Learning plans and collaborate with product specialists.

• Analyze usage and student performance data.

• Lead discussions to set implementation goals and align on progress.

• Suggest targeted supports and action steps.

• Monitor customer engagement health and initiate corrective action plans as needed.

• Collaborate with internal teams to resolve customer issues and enhance customer lifecycle processes.

• Maintain expertise across Amplify’s Literacy and/or STEM product offerings.

• Prioritize account issues, eliminate barriers, advance implementation objectives, and provide updates on resolutions.

⛳️ Requirements

• Bachelor’s Degree or equivalent work experience.

• 4+ years of experience in K–12 education.

• Familiarity with teaching and learning processes, curriculum implementation, and the priorities of district and school leaders.

• Ability to act as a strategic partner to educators and district leaders.

• Skill in translating complex implementation or achievement data into actionable decisions.

• Proficiency in interpreting customer data, recognizing significant patterns, and providing evidence-based recommendations.

• Excellent communication skills, both verbal and written, along with strong presentation abilities.

• Experience in creating district reports and meeting documentation.

• Strong organizational and project management capabilities.

• Proven experience in managing customer escalations and achieving positive outcomes.

• Ability to engage and influence stakeholders at all levels of the organization.

• Strong strategic thinking skills and a capacity to drive results independently.

• Resourcefulness and adeptness at independent problem-solving.

• Comfort in navigating ambiguous situations.

• Willingness to work a flexible schedule, including non-standard hours, to support international accounts.

• Preferred: experience in education, school or district leadership, or in educational publishing/technology.

• Preferred: background in Elementary Literacy and/or STEM; experience in teaching or using Amplify products.

• Preferred: familiarity with Salesforce, Gainsight, and Google Suite.

• Preferred: experience in Account Management or Customer Success.

• Preferred: experience in leading or facilitating professional learning, instructional coaching, school walkthroughs, and data discussions focused on implementation.

• Background check required upon selection.

• Must be legally authorized to work in the United States.

🏝️ Benefits

• Bonus opportunity.

• 401(k) plan.

• Competitive health insurance.

• Mental health support options.

• Basic life insurance coverage.

• Paid time off.

• Parental leave benefits.

• Access to top-tier development programs.

• Remote work flexibility.

• In-person onboarding or occasional travel to our New York headquarters as required.