Director, Customer Success

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.

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.

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.

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.