• Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals. • Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials. • Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings. • Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption. • Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context. • Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2. • Deliver product training and resources to maximize platform usage. • Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached. • Develop strong, multi-level relationships across institutions, building resilience beyond a single champion. • Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

Role Description Amplify is looking for a Customer Success Manager to own the merchant relationship from onboarding through long-term growth. You'll guide new customers to a successful launch, then partner with them to drive adoption, AOV lift, and retention over time. This is a customer-facing role for someone who loves working directly with Shopify merchants and making sure they win. - Lead onboarding calls and get new customers live smoothly - Own the end-to-end onboarding process from initial setup to go-live - Proactively check in to drive adoption, AOV lift, and retention - Spot opportunities to expand bundle and upsell strategies, and bring them to merchants - Help configure Amplify in customer Shopify stores and troubleshoot common issues - Implement and customize Amplify using HTML and CSS when needed - Clearly explain how things work to non-technical customers - Be the voice of the customer to Product and Engineering, flagging bugs, gaps, and recurring needs - Document customer configurations, edge cases, and success playbooks - Ensure customers feel confident, supported, and ready to launch with Amplify Qualifications - Excellent written and spoken English with confidence leading customer-facing Zoom calls - 2+ years in customer success, account management, or a similar customer-facing role - Proactive and self-directed: you reach out before you're asked - A track record of driving retention, adoption, or account growth - Strong attention to detail and comfort working in live customer environments - Customer-first mindset with patience and empathy - Ability to manage live meetings and asynchronous work - Reliable internet connection and a quiet remote work environment - Availability aligned with U.S. business hours - Comfortable getting into HTML and CSS – whether you write it yourself or use AI tools to help - Experience with Shopify, Liquid, or e-commerce storefronts preferred - Previous experience in SaaS or e-commerce is a plus Benefits - Competitive compensation, with bonuses tied to company performance - Fully remote work with a collaborative and supportive team - Ownership over customer onboarding and go-live success - Hands-on experience with Shopify and a fast-growing SaaS product - Clear processes, training, and room to grow into senior onboarding or solutions roles How to Apply Please submit your CV along with a short note outlining your customer success experience, any Shopify or e-commerce work you've done, and why you're interested in joining Amplify.

• Own a portfolio of Smart Factory accounts as the primary point of contact for operational, technical, and strategic matters • Drive adoption of core Smart Factory modules through on-site engagement, training, and change management support • Track adoption and usage metrics; identify stalled rollouts and activate recovery plans before they become retention risks • Lead renewal conversations and contract negotiations in partnership with the Account Management team • Identify expansion opportunities - additional sites, modules, or adjacent Nulogy MOS capabilities - and collaborate with Account Managers to advance them • Manage multi-site deployment sequencing for enterprise customers, ensuring each new site benefits from lessons learned across the footprint • Build multi-threaded relationships across plant managers, CI directors, operations leaders, and executive sponsors • Share best practices and win stories across the customer base to accelerate time-to-value at new accounts • Conduct regular business reviews with quantified value metrics tied to customer-defined success criteria • Conduct product demos and showcase new functionality to existing clients • Partner and collaborate with our internal teams on projects and customer-related matters • Triage technical and growth issues, coordinating across Product, Engineering, Professional Services, and Support to drive resolution

Role Description The Client Success Analyst is responsible for overseeing a portfolio of applications working in conjunction with Client contacts towards the goal of establishing outstanding client service that drives quality. This position reports to the Client Success Manager. - Acts as a Subject Matter Expert (SME) for product, feature, and application standards. - Acts as the primary client contact for complex and challenging production applications with a focus on account and relationship management. - Leads and supports client-facing calls and meetings, including preparation and follow-up action items. - Defines and maintains process documentation along with the guidance of management. - Accountable for understanding and managing both short-term and long-term client priorities, inquiries, and requests. - Handles small to moderate application inquiries and investigations related to business data issues and provides feedback to clients on root cause analysis. - Triages client inquiries, requests, and issues. - Coordinates strategic team towards a goal of delivering client solutions and reconciling client application issues. - Responsible for coordination and delivery of responses and communications to clients related to requests and/or concerns. - Input to client-facing scorecards and other external reporting deliverables. - Input to internal-facing scorecards and other internal reporting deliverables. - Collaborate with other internal functional areas in support of client deliverables. - Other duties as assigned. Qualifications - BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent experience. - 5+ years of experience in a client/customer facing and leadership role. - Exemplary client service delivery approach. - Ability to resolve problems, identify service delivery trends, and potential system improvements. - Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation. - Strong background in a leadership capacity. - Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools. - Exceptional experience in gathering and interpreting customer experience information. - Experience in industry standard querying tools (SQL) preferred. - Previous experience working for or with healthcare payers preferred. Personal Attributes - Driven with strong leadership skills and ability to interpret and explain complex problems and situations. - Holds self and others to exemplary standards through personal and professional accountability. - Exudes a collaborative style with internal teams and external clients. - Strong interpersonal skills to interface effectively with clients and teams. - Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures. - Functions well in a fast-paced environment. - Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies. - Excellent organizational and time management skills with an ability to delegate tasks and responsibilities. - Enjoys working in a matrixed, team-based culture in support of client deliverables. - Aptitude to quickly learn and multi-task. - Outstanding telephone and email etiquette with excellent oral and written communication skills. Physical Demands - Must be able to operate a computer and other office products (i.e., a computer printer). - Must be able to frequently communicate via varied communication apps and methods.