Director, Customer Success

Amplify; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Amplify seeks a strategic Director of Customer Success to lead a regional team and own the post-sale journey from onboarding to renewal. You will partner with Sales, Product, Engineering and Support to reduce churn, improve adoption and expand the customer footprint.

You will govern KPI metrics like NPS, CSAT, GRR, and logo retention, while coaching leaders to deliver the Amplify Experience across districts and schools.

Qualifications

• Bachelor’s Degree or equivalent related work experience.
• 5+ years in Customer Success or related field with account management experience.
• Proven ability to mentor and drive team performance.
• Strong use of data (usage, health scores, retention) to guide strategy.
• Hands-on experience with Gainsight, Salesforce and Google Suite.
• Excellent written and verbal communication with senior leaders.
• Willingness to travel ~10% for client visits and events.

Responsibilities

• Build and mentor a regional team of Customer Success Managers and set strategic goals.
• Translate company objectives into regional plans for retention and engagement.
• Oversee account health using data tools and intervene with at-risk accounts.
• Serve as escalation point and partner with Sales, Product, Engineering, and Support.
• Engage with C-suite and key stakeholders to align expectations and drive renewals.

Skills

Strategic leadership

Data-driven decision making

Executive communication

Cross-functional collaboration

Account management

Customer advocacy

Analytical mindset

Travel willingness

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Salesforce

Google Suite

Job description

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. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents. For more information, visit Amplify.com.

Job Description

Amplify is seeking a strategic and empathetic leader to join our team as the Director of Customer Success on the Customer Success and Development team. In this pivotal leadership role, you will report directly to the Regional VP of Customer Success and Development and assume responsibility for a regionalized team of Customer Success Managers (CSMs).

Your directive is to drive the post-sale customer journey, ensuring that districts and schools not only successfully onboard with Amplify's products but also achieve deep adoption, long-term value, and increase retention and drive expansion. As a manager and coach, you are responsible for nurturing your direct reports, guiding their account strategies, and effectively managing escalations. You will act as a strategic partner to internal cross-functional groups and an executive sponsor for some of our critical customers. By leveraging data-driven insights and fostering a culture of excellence, you will play a direct role in securing renewals, reducing churn, and expanding Amplify’s footprint in the education landscape. This role demands a proactive approach, strong executive presence, strategic problem-solving skills, and the ability to inspire both your customers and your team.

Essential Responsibilities

Strategic Leadership & Team Management

• Build and Mentor High-Performing Teams: Directly manage, hire, and develop a regional team of Customer Success Managers. Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow.
• Operational Execution: Translate high-level company objectives into actionable operational plans for your region. Set clear strategic goals for your team regarding retention, engagement, and customer sentiment.
• Performance consistency: Ensure consistent delivery of the "Amplify Experience" across all accounts in your region, standardizing best practices for onboarding, implementation tracking, and business reviews.

Account Health Monitoring & Intervention

• Proactive Portfolio Management: Oversee the health of the regional book of business. Utilize Gainsight and other data tools to track usage metrics and account health scores, identifying at-risk accounts before they churn.
• Data-Driven Decision Making: Analyze trends and insights to make informed decisions. Maintain an in-depth understanding of key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Gross Revenue Retention (GRR), and logo retention.
• Interventional Support: Provide hands-on support for accounts requiring executive intervention, developing plans for struggling implementations and ensuring resources are deployed effectively.

Escalation Management & Customer Advocacy

• Executive Escalations: Serve as the primary point of escalation for high-stakes customer issues. Swiftly identify root causes of dissatisfaction and navigate complex political landscapes within school districts to resolve conflicts.
• Cross-Functional Collaboration: Partner effectively with Sales, Product, Engineering, and Support teams to formulate solutions for customer challenges. Act as the "Voice of the Customer" internally to influence product roadmap and service improvements.
• Empathetic Communication: Communicate openly and empathetically with stakeholders at all levels—from classroom teachers to District Superintendents—turning challenging situations into opportunities to deepen loyalty and trust.

Stakeholder Communication & Relationship Building

• C-Suite Engagement: Build and maintain strong relationships with key enterprise clients and decision-makers, fostering a partnership model rather than a vendor-client dynamic.
• Influence and Persuasion: Communicate complex ideas effectively to diverse audiences. Use your influence to align customer expectations with Amplify's capabilities and drive change management within customer organizations.

Minimum Qualifications

• Education: Bachelor’s Degree or equivalent related work experience.
• Experience: 5+ years of experience in Customer Success, Account Management, or a related field, specifically managing accounts in a fast-paced environment.
• Leadership: Demonstrated experience managing direct reports (teams). Proven ability to mentor, coach, and drive performance within a team setting.
• Analytical Prowess: Strong analytical skills with a track record of using data (usage, health scores, retention rates) to drive strategy and decision-making.
• Technical Proficiency: Hands-on experience with Gainsight, Salesforce, and Google Suite.
• Communication: Exceptional written and verbal communication skills, with the ability to influence senior leadership and collaborate across departments.
• Travel: Ability to travel approximately 10% for client visits, team offsites, and conferences.

Preferred Qualifications

• Industry Background: Experience in the field of K-12 education, school/district leadership, or educational publishing/technology (EdTech).
• Scale: Experience managing a book of business or a team responsible for Enterprise-level accounts (high ACV).
• Change Management: Certification or experience in change management methodologies (e.g., Prosci) to assist districts in adopting new technology.

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 [e-mail].

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.