• Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value. • Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement. • Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values. • Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth. • Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize the Customer Success tech stack. • Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling. • Demonstrate customer ROI through strategic forums including EBRS, QBRS, SKO and Annual Planning. • Manage and align expectations with customer leadership to ensure clear communication and accountability. • Represent the Deepwatch brand and company to customers, prospects, and strategic partners. • Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions. • Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals. • Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation. • Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity. • Drive synergy across Product, Sales, Security Operations, Marketing and other key business units to resolve complex issues, ensure a cohesive customer experience and provide efficient hand-offs. • Inspire a voice of the customer approach throughout the organization and serve as a liaison between departments, representing the best interests of customers. • Maximize portfolio value by driving the adoption and enablement of Deepwatch capabilities.

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