Digital Success Lead, Amplify

• 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
• Customer-Centric Mindset: Strong passion for customer success and a proven ability to build and maintain relationships with diverse stakeholders
• Analytical Skills: Ability to analyze customer data and metrics to inform decision-making and strategy development
• Problem-Solving: Proactive approach to identifying challenges and implementing effective solutions
• Team Player: Collaborative mindset with a willingness to support colleagues and share knowledge
• Technical Proficiency: Familiarity with CRM software (e.g., Salesforce), customer success tools, and webinar platforms

Desirable

• We are seeking a proactive and passionate Digital Success Lead to join our dynamic Customer Success team
• In this role, you will focus on onboarding a larger volume of tier 3 customers, ensuring they have a smooth transition into our products and services
• Following onboarding, you will serve as the primary contact for a portion of your book of business by conducting regular check-in calls and/or regular email engagement that highlights celebrations in their usage data, provides resources, serve as a thought partner to their implementation, assess satisfaction, and identify potential areas for expansion
• You will develop and execute on a dynamic set of strategies - such as the facilitation of educational webinars to enhance tier 3 understanding and utilization of our offerings throughout the school year
• While also keeping a keen eye on customer satisfaction, customer trends, and needs to determine what scalable solutions we should implement to best support this tier of customers
• You will play a crucial role in nurturing renewals and supporting retention rates within your book of business
• This includes actively seeking upsell and cross-sell opportunities, mitigating risks to prevent customer churn
• Seamless Customer Onboarding: Facilitate a smooth onboarding experience for new and returning customers, ensuring they fully understand our products and services
• Operational Efficiency and Risk Management: Utilize project tracking tools to maintain consistency and efficiency in operations and communications
• Proactively identify potential risks during onboarding and post-launch activities, alerting stakeholders to any blockers that may impact launch readiness
• Customer Engagement and Education: Deliver engaging webinars that provide customers with valuable insights and best practices to maximize their use of our products
• Additionally, conduct check-in calls to assess customer satisfaction, address any concerns, and foster ongoing communication
• Retention and Growth: Actively monitor customer health scores and engagement metrics to identify potential risks to retention. During customer interactions, seek out upselling and cross-selling opportunities that align with their evolving needs

• If selected, a background check will be required
• As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints