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