Director, Customer Success

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

📋 Description

• Report directly to the Regional Vice President of Customer Success and Development.

• Manage, hire, and nurture a regional team of Customer Success Managers.

• Cultivate a collaborative and high-performing environment that supports and empowers team members to grow.

• Convert company goals into actionable operational plans for the region.

• Establish strategic objectives related to retention, engagement, and customer sentiment.

• Standardize best practices for onboarding, implementation tracking, and business reviews.

• Supervise the health of the regional portfolio.

• Utilize Gainsight and other analytical tools to monitor usage metrics and account health scores.

• Proactively identify accounts at risk of churn.

• Analyze key performance indicators such as NPS, CSAT, GRR, and logo retention.

• Provide executive intervention for accounts and implementations that are struggling.

• Develop intervention strategies and allocate resources effectively.

• Serve as the primary escalation point for critical customer issues.

• Identify underlying causes of dissatisfaction and resolve conflicts within school districts.

• Collaborate with Sales, Product, Engineering, and Support to address customer challenges.

• Act as the Voice of the Customer to influence product development and service enhancements.

• Communicate with empathy to stakeholders ranging from classroom teachers to District Superintendents.

• Build strong relationships with enterprise clients and key decision-makers.

• Align customer expectations with Amplify’s offerings and facilitate change management within customer organizations.

• Support district and school onboarding, adoption, long-term value, retention, renewals, and expansion.

⛳️ Requirements

• Bachelor’s Degree or equivalent relevant work experience.

• A minimum of 5 years of experience in Customer Success, Account Management, or a related field, particularly in managing accounts in a dynamic environment.

• Proven experience leading direct reports (teams).

• Demonstrated ability to mentor, coach, and enhance performance within a team framework.

• Strong analytical capabilities with a history of utilizing data to inform strategy and decision-making.

• Practical experience with Gainsight, Salesforce, and Google Suite.

• Excellent written and verbal communication skills.

• Ability to influence senior leadership and collaborate effectively across departments.

• Willingness to travel approximately 10% for client visits, team offsites, and conferences.

• Preferred experience in K-12 education, school/district leadership, or educational publishing/technology (EdTech).

• Experience managing Enterprise-level accounts is preferred.

• Certification or familiarity with change management methodologies (e.g., Prosci) is preferred.

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

• A background check will be required if selected.

• May need 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 top-tier development programs.

• Remote work arrangement.

• Opportunities for travel to client visits, team offsites, and conferences.