Amplify

Compensation

Full Description

Job Description: • Build, mentor, and lead a high-performing, cross-functional regional team comprising Customer Success Managers (CSMs), Digital Success Managers (DSMs), CS/PD Directors, and a network of contingent/contract workers toward outcomes for a high volume of small accounts • Lead a large team through an evolving process, tooling, and coverage models utilizing differentiated approaches (pooled/one to many) for various individuals and our smallest customers • Set the strategic direction for regional operations, ensuring alignment between the commercial goals (retention, revenue growth) and pedagogical goals (implementation fidelity, student outcomes) • Direct the hiring, onboarding, and continuous development of full-time staff and the contingent workforce • Oversee the execution of the entire small contract, high-volume post-sales lifecycle • Partner with regional leaders to ensure timely, high-quality delivery of PD services across all customer segments • Drive regional revenue growth by securing high renewal rates, identifying expansion opportunities, and increasing customer lifetime value (CLTV) Requirements: • Bachelor’s Degree or equivalent related work experience • 10+ years of management and operations experience, with at least 5 years leading/growing teams in Customer Success, Professional Services, or a related field • Proven track record of managing large teams (20+ direct/indirect reports, managing through layers) and complex workforce structures (including contingent/contract workers) • 8+ years of experience in small account management, customer success, or educational leadership with a focus on scaled customer engagement models, forecasting renewals, retention and lifecycle management for capacity at scale • 3+ years of designing or operating pooled, tech-touch, or hybrid models for small or high-volume accounts • Demonstrated experience developing and managing significant budgets, with a track record of optimizing spend and delivering ROI • Strong experience and proficiency with Gainsight, Salesforce, and Google Workspace to drive renewals and manage capacity at scale • Exceptional written and oral communication skills, with the ability to influence and collaborate with customers, cross-functional teams, and C-suite executives. Benefits: • 401(k) plan • stock options • competitive health insurance and mental health options • basic life insurance • paid time off • parental leave • access to best-in-class development programs