Digital Success Lead

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.

We are seeking a proactive and passionate Digital Success Lead to join our dynamic Customer Success team. In this role, you will focus on onboarding a larger volume of tier 3 customers, ensuring they have a smooth transition into our products and services. 

Following onboarding, you will serve as the primary contact for a portion of your book of business by conducting regular check-in calls and/or regular email engagement that highlights celebrations in their usage data, provides resources, serve as a thought partner to their implementation, assess satisfaction, and identify potential areas for expansion. 

You will develop and execute on a dynamic set of strategies - such as the facilitation of educational webinars to enhance tier 3 understanding and utilization of our offerings throughout the school year - while also keeping a keen eye on customer satisfaction, customer trends, and needs to determine what scalable solutions we should implement to best support this tier of customers. 

You will play a crucial role in nurturing renewals and supporting retention rates within your book of business. This includes actively seeking upsell and cross-sell opportunities, mitigating risks to prevent customer churn.

Essential Responsibilities:

• Seamless Customer Onboarding: Facilitate a smooth onboarding experience for new and returning customers, ensuring they fully understand our products and services. 

• Operational Efficiency and Risk Management: Utilize project tracking tools to maintain consistency and efficiency in operations and communications. Proactively identify potential risks during onboarding and post-launch activities, alerting stakeholders to any blockers that may impact launch readiness. 

• Customer Engagement and Education: Deliver engaging webinars that provide customers with valuable insights and best practices to maximize their use of our products. Additionally, conduct check-in calls to assess customer satisfaction, address any concerns, and foster ongoing communication. 

• Retention and Growth: Actively monitor customer health scores and engagement metrics …