Role Description As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in the APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. - Build trusted relationships with named accounts. - Ensure customers achieve their objectives. - Drive customer satisfaction and growth. Qualifications - 4-10 years of customer-facing experience in B2B SaaS or HR. - 2-3 years in a Customer Success/Account Management role. - 2 of the last 3 years overachieving goals and targets. - A people-first and growth mindset. - Ability to thrive in a fast-growth business environment. - Ability to work independently and problem-solve proactively. - Comprehension of value-based sales. - Discipline in Account Planning, Forecasting, and Quota Attainment. - Experience in building and nurturing customer relationships. - Excellent communication and writing skills. - Organized, detail-oriented, and able to perform well under pressure. - Positive attitude, self-motivated, and resilient. - Previous experience in customer success/service or HR SaaS. Responsibilities - Build trusted relationships with named accounts through consultative solutioning. - Partner closely with internal teams to deliver the best customer experience. - Identify growth opportunities within your portfolio and develop strategies. - Be the voice of customers to the Product team, synthesizing feedback. - Drive customer satisfaction and growth while contributing to the product roadmap. - Stay organized and prioritize effectively under pressure. - Adapt easily to change in a high-growth start-up environment.

• Collaborate closely with Customer Success Leadership and cross-functional teams • Create and curate learning paths, playbooks, and frameworks • Own onboarding for Customer Success Managers and Implementation Specialists • Manage enablement systems and make resources easy to access • Measure effectiveness of enablement programs and link to business outcomes

Role Description Amplify is seeking a proactive and passionate Digital Success Manager to join our dynamic Customer Success and Development team. In this role, you will focus on onboarding a larger volume of Tier 3 customers, ensuring they have a smooth transition between our products and services in support of our customers. You will serve as the primary contact for the customers in your book of business. You will drive engagement through regular check-in calls and email campaigns that highlight usage celebrations, provide resources and development, and assess satisfaction. In doing so you will act as a thought partner for their implementation. In this role, you will develop and execute a dynamic set of strategies—such as facilitating educational webinars to enhance understanding and utilization throughout the school year. Simultaneously, you will keep a keen eye on customer satisfaction, trends, and needs to determine scalable solutions that best support this customer tier. Finally, you will nurture renewals and support retention rates within your book of business by actively seeking upsell/cross-sell opportunities and mitigating risks to prevent customer churn. Qualifications - Bachelor’s degree or equivalent experience. - 0–1 years of experience in Customer Success, Customer Service, or Account Management. - Demonstrated communication and presentation skills (for both internal and customer-facing meetings). - Strong organizational and time-management skills. - Strong passion for customer success and a proven ability to build and maintain relationships with diverse stakeholders. - Ability to analyze customer data and metrics to inform decision-making and strategy development. - A proactive approach to identifying challenges and implementing effective solutions. - Collaborative mindset with a willingness to support colleagues and share knowledge. - Familiarity with CRM software (e.g., Salesforce), customer success tools, and webinar platforms. Requirements - Own the entire customer journey for a defined book of Tier 3 businesses from launch through post-sales, acting as the accountable party for account success, retention, and renewal. - Develop and execute advanced success plans aligned with customer goals to facilitate account expansion and retention. - Act as a consultant and coach to district leaders, defining and measuring the realization of curriculum objectives. - Execute project plans for implementations, utilizing project tracking tools, to maintain consistency and efficiency. - Deliver engaging webinars that provide customers with valuable insights and best practices to maximize their use of our products. - Work with district/school personnel to define project priorities, ensuring launch readiness and success. - Proactively identify risks and launch blockers; alert stakeholders and implement solutions or workarounds to keep projects on track. - Coordinate the development of Professional Learning plans and involve product specialists as needed to meet customer requirements. - Review and analyze account data to understand usage trends and develop actionable insights. - Accurately report and monitor the health of customer engagements and drive corrective action plans where needed. - Partner with internal teams to resolve customer issues, align on initiatives, and help inform the approach to customer lifecycle processes. - Maintain expertise across Amplify’s suite of products (focusing on Literacy and/or STEM) to advise accounts across all curriculum needs. Benefits

Role Description This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone. Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a Customer Experience & Order Operations Manager to oversee day-to-day customer support operations, maintain order accuracy, coordinate fulfillment activities, and continuously improve the operational processes that support an outstanding customer experience. The Customer Experience & Order Operations Manager will be responsible for: - Managing customer support operations - Overseeing order fulfillment workflows - Coordinating with third-party logistics partners - Improving the systems that support order accuracy and customer satisfaction - Resolving operational issues and identifying root causes of recurring problems - Documenting scalable processes - Collaborating with cross-functional teams to improve the overall customer experience This role is ideal for someone who enjoys operational problem-solving, thrives in execution-focused environments, and takes ownership of improving both customer support and backend operations. Location: Fully Remote | 9:00 AM - 5:00 PM EST Key Responsibilities - Customer Support Operations - Manage customer support tickets, escalations, refunds, replacements, and order-related inquiries. - Maintain excellent first-response and resolution times. - Respond to customer reviews while maintaining a consistent brand voice. - Ensure customer issues are fully resolved from beginning to end. - Order & Fulfillment Operations - Monitor order flow and resolve fulfillment issues in real time. - Coordinate with 3PL and warehouse partners to resolve shipping and fulfillment discrepancies. - Manage backorders, substitutions, shipping delays, and inventory adjustments. - Maintain accurate SKU, product, and order information across connected systems. - Resolve address validation issues and reduce delivery failures. - Systems & Process Improvement - Identify recurring operational issues and determine root causes. - Maintain a backlog of customer experience and operational improvement initiatives. - Improve tagging, macros, workflows, and reporting within customer support systems. - Develop and maintain SOPs for customer support and order operations. - Partner with internal teams to eliminate recurring operational issues. - Cross-Functional Collaboration - Share customer feedback with Operations, Sales, and Product teams. - Collaborate with internal stakeholders to improve customer experience and operational efficiency. - Support process improvements that enhance fulfillment accuracy and scalability. - Contribute to continuous operational improvements across the business. Qualifications - 3–6 years of experience in customer support, customer experience, eCommerce operations, or order management. - Experience resolving customer issues from initial inquiry through final resolution. - Experience working within eCommerce or consumer goods environments. - Strong experience identifying root causes of operational issues and implementing improvements. - Experience documenting SOPs, workflows, and escalation processes. - Experience with Shopify or similar eCommerce platforms is strongly preferred. - Experience with Zendesk or equivalent helpdesk systems is strongly preferred. - Experience working with 3PL or fulfillment partners is strongly preferred. - Familiarity with SKU management and catalog operations is strongly preferred. - Experience handling chargebacks, disputes, or refund workflows is a plus. - Experience in beauty, personal care, home goods, bedding, or textiles is a plus. - Experience improving customer experience systems through macros, tagging, and reporting is a plus. - Exposure to multi-channel eCommerce environments (DTC + retail) is a plus. Qualifications Skills - Strong customer support and customer service skills. - Strong operational problem-solving and root cause analysis abilities. - Excellent written communication and customer-facing communication skills. - Strong organizational skills and attention to detail. - Ability to build and document scalable operational processes. - Ability to work independently in a high-volume, execution-focused environment. - Strong collaboration and stakeholder management skills. - Ability to improve operational workflows and customer experience processes. What Success Looks Like - Customer satisfaction improves through timely, consistent issue resolution. - Order accuracy and fulfillment performance remain consistently high. - Operational issues are identified, resolved, and prevented from recurring. - Customer support workflows become more scalable through well-documented SOPs. - Order errors, refunds, fulfillment failures, and preventable escalations decrease over time. - Collaboration between customer support, fulfillment, and operations teams drives continuous improvement. Opportunity This is an opportunity to play a critical role in improving both customer experience and operational excellence within a growing eCommerce business. The Customer Experience & Order Operations Manager will have direct ownership over customer support operations, fulfillment coordination, and process improvement initiatives while helping build scalable systems that support long-term business growth. Application Process To be considered for this role these steps need to be followed: - Fill in the application form - Record a video showcasing your skill sets