Director, Customer Success (Inside/Small Accounts)

Amplify Education, Inc.

Job Overview

Location

Remote - United States

Job Type

Full-time

Full Job Description

📋 Description

• As Director of Customer Success for Inside/Small Accounts at Amplify Education, you will lead a regional team of Customer Success Managers and Digital Success Managers responsible for driving retention, adoption, and expansion across a high-volume portfolio of approximately 500 K–12 school district accounts. Your leadership will ensure that Amplify’s curriculum and assessment products are not only successfully implemented but deeply embedded in classroom practice, directly contributing to improved student outcomes and long-term customer value.
• You will translate company-wide customer success objectives into executable regional strategies, setting clear goals for retention, engagement, and customer sentiment while standardizing best practices for onboarding, implementation tracking, and business reviews across diverse customer segments. Your operational rigor will ensure consistent delivery of the "Amplify Experience" under tight timelines and evolving coverage models, including pooled and one-to-many approaches.
• You will proactively monitor account health using Gainsight and other data tools to identify at-risk accounts early, intervene with tailored support strategies, and leverage insights from NPS, CSAT, GRR, and logo retention metrics to drive continuous improvement in customer outcomes and revenue retention.
• You will serve as the primary escalation point for high-stakes customer issues, partnering with Sales, Product, Engineering, and Support teams to resolve complex challenges, advocate for customer needs internally, and influence product roadmap and service improvements through trusted advisor relationships with district leaders.
• You will mentor, coach, and develop a high-performing team of CSMs and DSMs, fostering a collaborative, growth-oriented culture where team members are empowered to excel, adapt to changing processes, and deliver empathetic, strategic support to educators ranging from classroom teachers to district superintendents.
• You will build and maintain strategic partnerships with regional sales leadership and cross-functional teams to align on renewals, expansion opportunities, pricing, and customer needs, acting as a trusted advisor who drives revenue growth while ensuring seamless transitions from sales to onboarding and ongoing support.
• You will gain deep expertise in scaling customer success models for high-volume, low-touch environments, mastering data-driven intervention strategies, executive-level stakeholder communication, and change management in K–12 education settings—positioning yourself as a leader in EdTech customer impact and organizational growth.

🎯 Requirements

• Bachelor’s Degree or equivalent related work experience
• 5+ years of experience in Customer Success, Account Management, or a related field, specifically managing accounts in a fast-paced, high-volume environment
• Demonstrated experience managing direct reports, with proven ability to mentor, coach, and drive team performance
• Strong analytical skills with a track record of using usage data, health scores, and retention metrics (NPS, CSAT, GRR) to drive proactive and reactive strategy
• 2+ years of experience designing or operating pooled, one-to-many, tech-touch, or hybrid support models for small or high-volume accounts
• Proficiency with Gainsight, Salesforce, and Google Suite to manage capacity, drive renewals, and support data-informed decision-making
• Exceptional written and verbal communication skills, with the ability to influence senior leadership and collaborate effectively across departments
• Ability to travel approximately 10% for client visits, team offsites, and conferences

🏖️ Benefits

• Competitive gross salary range of $125,000 - $145,000, plus eligibility for an annual discretionary bonus tied to individual and company performance
• Comprehensive Total Rewards package including 401(k) plan with company match, stock options, and competitive health insurance with mental health coverage
• Access to best-in-class professional development programs to support ongoing growth and leadership advancement
• Generous paid time off, parental leave, and basic life insurance as part of Amplify’s commitment to employee well-being
• Opportunity to make a meaningful impact on student learning outcomes by supporting the success of over 15 million students across all 50 states
• Remote work flexibility within the United States, enabling collaboration with a mission-driven team dedicated to advancing equity and excellence in K–12 education

Skills & Technologies

Remote

$125k-145k

Degree Required

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Amplify Education, Inc.

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About Amplify Education, Inc.

Amplify Education, Inc. creates K-12 curriculum and assessment products in literacy, math, and science. Its platform combines teacher-led instruction with digital activities, data dashboards, and intervention tools to personalize learning for students. The company serves school districts nationwide through print and cloud-based resources designed to raise achievement and streamline classroom management.

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