Vice President, Customer Success

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 10 million students in all 50 states. For more information, visit amplify.com.
As VP of Customer Success, you'll rely on your track record of building successful teams to take ownership of driving success for our customers. You'll work with a team of Customer Success Managers and Specialists to lead all aspects of Customer Success activities (onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (renewals, etc.). You'll have a passion for developing and implementing Customer Success strategies and be eager to take on a key role within a high growth organization while driving impact for Amplify's teachers and students.
Amplify's COVID-19 vaccination policy requires all staff to provide proof of vaccination for in-person meetings unless an approved exemption is provided.
HOW YOU'LL MAKE AN IMPACT:
Drive Customer Success Activities & Outcomes

• Influence future lifetime value through higher product adoption, feature utilization, customer satisfaction, and overall health scores
• Lead all aspects of onboarding, implementation, and ongoing support
• Increase renewal rates and reduce churn
• Drive new business growth through greater advocacy and reference-ability

DEFINE AND OPTIMIZE CUSTOMER LIFECYCLE

• Support and contribute to the design of the customer journey
• Develop listening points (e.g. usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Continue to evaluate customer segmentation and varying coverage strategies
• See opportunities for continuous improvement

MEASURE EFFECTIVENESS OF CUSTOMER SUCCESS

• Further define and implement operational metrics for team
• Improve systems for tracking metrics
• Report on progress to management

LEAD WORLD-CLASS CUSTOMER SUCCESS TEAM

• Recruit experienced leaders for each functional role
• Attract high potential individual contributors into team
• Ensure thorough and rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team

ENHANCE EFFECTIVENESS AND EFFICIENCY THROUGH TECHNOLOGY

• Oversee the rollout of Gainsight
• Improve training on systems for CSMs

CREATE COMPANY-WIDE CULTURE OF CUSTOMER SUCCESS

• Align with Marketing around customer marketing initiatives
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Build company-wide customer feedback loop

BASIC QUALIFICATIONS:

• 5+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented approach
• Excellent communication and presentation skills

PREFERRED QUALIFICATIONS:

• Ideally combined background of post-sale and sales experience
• Relevant Bachelor's degree or equivalent experience
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Strong empathy for customers AND passion for revenue and growth

What we offer:
Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, incentive stock options, 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 $200,000 - $225,000. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.
This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.
Amplify Education, Inc. is an E-Verify participant.