Senior Customer Success Manager, Strategic Accounts

Amplify Education • Full-time • Remote (Remote from California, United States of America) • $95,000 - $105,000 / year • 6d ago

Fast Facts

Amplify is seeking a Senior Customer Success Manager for Strategic Accounts to manage relationships with large district partners, ensuring exceptional customer experience and success. This role includes overseeing customer implementations, collaborating on student achievement goals, and facilitating account retention and expansion.

Responsibilities: Responsibilities include managing the entire customer journey, conducting impact reviews for adoption metrics, addressing account issues, and building partnerships with district leaders to ensure curriculum success and compliance with contract terms.

Skills: Candidates should possess strong account management and customer success skills, excellent organizational and presentation abilities, and a proactive approach to problem-solving.

Qualifications: Preferred qualifications include a Bachelor's Degree, 5+ years of experience in account management, and a background in education or educational technology.

Location: This position is remote but candidates must reside in California with some required travel.

Compensation: $95000 - $105000 / Annually

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.

We are seeking an experienced Senior Customer Success Manager (Sr. CSM) who will serve as the primary point of contact for Amplify’s largest district partners, ensuring they have a superior customer experience post-sales and throughout their multi-year implementation. The Sr. CSM is responsible for actively managing relationships across various district departments, overseeing the entire customer lifecycle from onboarding to ongoing support, and ensuring they fully leverage Amplify products.

Additionally, the Sr. CSM will oversee the customer's student achievement goals, collaborating with various departments to ensure these objectives are met. In this role, you will work with sales partners to retain current business while also facilitating account expansion. This role demands a proactive approach, strategic problem-solving skills, the ability to inspire your customers, and strong analytical capabilities.

The candidate who is selected for this role will need to reside in the Los Angeles area. This position requires 25-50% travel for local meetings, as well as meetings with the national team.

Essential Responsibilities:

Own the entire customer journey

Own strategic customer engagements from launch through the post-sale customer lifecycle, being accountable for account success and retention for some of our largest district partners
Monitor implementation progress and account health, and maintain knowledge of project status to communicate to customers and internal partners
Conduct impact reviews to document success to date, review adoption and usage metrics, align on district priorities, provide adoption and usage recommendations and align Amplify’s product roadmap with customer needs
Determine order and priority of account issues and help to implement solutions or workarounds, coordinating with internal teams; communicate with district/school personnel to provide timely updates on issue resolution
Accurately report and monitor health of customer and drive corrective action plans where needed
Partner with sales team to facilitate subscription quotes and contract renewals
Demonstrate ability to work independently and to collaborate effectively across team functions

Form close relationships with our customers

Possess a strong executive presence at the VP level and higher, with a proven ability to effectively engage in discussions with both instructional and technical leaders
Cultivate robust partnerships with account leaders in various district departments, particularly at the executive level, to establish long-term student achievement strategies
Act as a trusted advisor and coach, define and measure / confirm the realization of our customer's curriculum objectives through the use of our programs
Participate in district steering committees and events, be available for regular site visits, create district reports as needed
Serve as the Amplify primary point of contact for district leaders and educators, working in close collaboration with Sales and Professional Learning to deliver a superior customer experience
Mitigate risks by being resourceful and an independent problem-solver

Deliver business value

Develop and maintain a deep understanding of customer contracts and district requirements to ensure compliance with terms and proactively make recommendations
Review and analyze account data to understand usage trends, sharing key insights with customers to inform ongoing curriculum strategy
Lead regular check-in meetings with customers including goal setting and impact reviews to ensure account progress towards strategic goals and teacher and student performance; create and distribute meeting minutes and provide regular updates for assigned accounts that drive continued ROI
Understand customers’ needs and priorities to optimize the use of Amplify’s product portfolio
Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
Adept at working in fast-past environments

Maintain operational excellence

Implement complex project plans for our largest district’s multi-product implementations that involve multiple work streams and internal stakeholders
Coordinate development of Professional Learning plan for customers, collaborating with product specialists as needed
Maintain expertise across Amplify’s suite of products to advise accounts across all curriculum needs
Proactively identify risks and alert stakeholders of launch readiness blockers encountered during onboarding and/or post-launch activities
Confidently serve as the district’s contract expert and understand scope of work and implementation for Amplify
Able to think outside the box to provide custom support and custom deliverables

Constantly iterate on our process

Collaborate closely with various cross-functional teams (Product, R&D, Marketing and Sales) to drive better results
Help inform our approach to our customer lifecycle processes
Work cross functionally and manage special projects internally
Comfortable when operating under ambiguity
Possess a passion for digital and new technology

Required Qualifications:

Bachelor’s Degree or equivalent experience
5+ years of experience in Account Management, Customer Success or related fields – leading large districts or large enterprise corporations
Experience managing large urban districts and/or a portfolio of Enterprise customers post-launch
Excellent organizational and project management skills
Excellent verbal, written, and presentation skills
Travel required

Preferred Qualifications:

Experience in the field of education, school / district leadership, educational publishing / technology
Early Literacy background is highly desired
Experience with teaching or supporting the use of Amplify products
PMP certification
Salesforce, Gainsight, and Google Suite experience a plus

What we offer:

Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross salary range for this role is $95,000 - $105,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hr-payroll@amplify.com.

If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.