Director, Customer Success (Inside/Small Accounts)

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.Job Description:Amplify is seeking a strategic and empathetic leader to join our team as the Director of Customer Successon the Customer Success and Development team for the Inside and Small Accounts 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) and Digital Success Managers (DSMs).In this role, you will help drive the Digital Success Strategy supporting a high-volume portfolio (~500 accounts), ensuring the accounts you manage are receiving differentiated support, to deliver an excellent customer experience and drive meaningful student impact.t. 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 ManagementBuild and Mentor High-Performing Teams:Directly manage, hire, and develop a regional team of Customer Success Managers and Digital Success Managers. Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow. Comfortable leading teams through evolving processes, tools, and coverage models, including pooled and one-to-many approaches to support diverse customer segments.Operational Execution: Translate high-level company objectives into actionable operational plans for those you manage. Set clear strategic goals for your team regarding retention, engagement, and customer sentiment. Ensure plans are differentiated and scaled to support high-volume portfolios. 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. Ensure accuracy and consistency in execution maintaining high standards under tight timelines and scrutiny. Account Health Monitoring & InterventionProactive 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 and offering one to many support for small accounts.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. Identify opportunities to tailor engagement strategies across customer segments.Interventional Support: Provide hands-on support for accounts requiring executive intervention, developing plans for struggling implementations and ensuring resources are deployed effectively. Utilized pooled or one-to-many approaches to support a high volume of account interventions. Escalation Management & Customer AdvocacyExecutive 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. Ensure escalation processes are scalable and effective across a large book of business.Cross-Functional Collaboration: Partner effectively with Sales, Product, Engineering, and Support teams to formulate solutions for customer challenges. Ensure customers receive a seamless transition from sales to onboarding, receiving high-quality standardized yet differentiated approaches. Act as the "Voice of t