Regional Vice President of Customer Success and Development, Amplify

• The position requires experience in leading large, growing customer-facing teams, a demonstrated track record of understanding and meeting customer implementation needs at scale and across customer types, and a record for successful partnerships
• Additionally, this role requires direct experience designing or operating pooled, tech-touch, or hybrid models for small or high-volume accounts
• Precise and Accountable: You prioritize precision in your work, ensuring all Ts are crossed and Is dotted, while under tight margins and high scrutiny. You ensure that you convey and hold team members to high levels of accountability, while holding yourself to the same standards
• Lead with radical ownership: You own the work, the challenges, and the wins of the regional team. You can easily toggle between the "balcony" (big picture) and the "dance floor" (operational details)
• Embody finesse: You interact with stakeholders at all levels—from Superintendents to internal executives—with high emotional intelligence. You can navigate grey areas, negotiate effectively, and turn challenging situations into relationship-building opportunities
• Have a "Simple, Scalable, Standardized" mindset: You are constantly working toward scaling excellence in efficient ways. You prioritize standardization to ensure brand consistency while remaining responsive to customer needs
• Are data-literate and tech-savvy: You are comfortable using CRMs and data visualization tools to guide your team's focus and prove the ROI of your efforts
• Push for the "Third Way": You avoid binary right/wrong thinking, instead finding win/win solutions that support both customer goals and internal company objectives
• Education: Bachelor’s Degree or equivalent related work experience
• Leadership 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
• Large-Scale People Management: Proven track record of managing large teams (20+ direct/indirect reports, managing through layers) and complex workforce structures (including contingent/contract workers)
• Account Leadership: 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
• Design & Operation: 3+ years of designing or operating pooled, tech-touch, or hybrid models for small or high-volume accounts
• Financial Acumen: Demonstrated experience developing and managing significant budgets, with a track record of optimizing spend and delivering ROI
• Technical Skills: Strong experience and proficiency with Gainsight, Salesforce, and Google Workspace to drive renewals and manage capacity at scale. Experience using data to drive decision-making
• Communication: Exceptional written and oral communication skills, with the ability to influence and collaborate with customers, cross-functional teams, and C-suite executives

Desirable

• Amplify is seeking a Regional Vice President (RVP), Customer Success and Development, Inside Regions and Small Accounts
• This role is a senior leadership role on the newly formed Customer Success and Development team at Amplify, responsible for the holistic customer journey across Inside regional accounts and our smallest accounts across regions
• This role bridges the gap between commercial account health and educational impact by leading both the Customer Success and Professional Development (PD) Delivery teams
• The RVP will support a new, unique portfolio, setting our Digital Success strategy for their high-volume portfolios (~500 accounts), ensuring that small accounts have appropriate, differentiated support leading to an excellent customer experience, and ultimately, driving student impact across the customer journey
• The RVP is responsible for ensuring a seamless customer lifecycle—from onboarding and high-quality professional learning implementation to ongoing account management, goal achievement, and retention
• The RVP, in conjunction with senior leadership, will set the vision for the region, managing a diverse team of Digital Success Managers, Professional Development full time staff, and a network of contingent professional learning specialists
• The ultimate goal of this role is to foster a customer-focused culture that drives student outcomes, ensures renewal and revenue growth, and delivers a consistent, "Amplify-standard" experience across all school and district partners
• It demands comfort with standardization, prioritization, and automation, at the highest level, at the same time
• Holistic Team Management: 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
• Change Management: 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
• Vision Setting: Set the strategic direction for regional operations, ensuring alignment between the commercial goals (retention, revenue growth) and pedagogical goals (implementation fidelity, student outcomes) that make up the Customer Success and Development team, specifically scaled supports for high-volume portfolios
• Talent Development: Direct the hiring, onboarding, and continuous development of full-time staff and the contingent workforce. Foster a collaborative, high-achieving environment that prioritizes talent retention and capacity building
• End-to-End Execution: Oversee the execution of the entire small contract, high-volume post-sales lifecycle. Ensure customers experience a seamless transition from sales to onboarding, receiving high-quality, standardized yet differentiated support and professional development that evolves into long-term partnership and renewal
• Delivery at Scale: Partner with regional leaders to ensure timely, high-quality delivery of PD services across all customer segments. Ensure standardized professional learning delivery aligned to centralized PD frameworks, optimized for scaled support.
• Retention & Growth: Drive regional revenue growth by securing high renewal rates, identifying expansion opportunities, and increasing customer lifetime value (CLTV)
• Budget Management: Meticulously manage and allocate financial resources across the region. This includes forecasting, financial modeling, and optimizing spend for success and delivery operations (including the management of contingent workers)
• Operational Scalability: Identify and implement processes, tools, and methodologies to drive efficiency. Utilizing a one to many approach to increase scalability across small accounts. Leverage automation to reduce manual workload and establish best practices that enable the team to manage an expanding portfolio of clients effectively
• Resource Allocation: Lead regional operational actions, ensuring the team operates within financial targets while optimizing resources to meet customer Service Level Agreements (SLAs)
• Tech Proficiency: Leverage Customer Success software (Gainsight, Salesforce, Tableau) and other tools to track engagement, analyze health metrics, and automate processes
• Data Driven: Leverage health scores, adoption metrics, and renewal data to inform strategic and operational decisions
• Analytics: Analyze data to identify trends and insights. Utilize Key Performance Indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), retention rates, and implementation fidelity data to make informed strategic decisions
• Cross-Team Partnership: Establish a deep partnership with Regional Sales leadership to drive renewals and expansion, align on offerings, pricing, and customer needs. Act as a trusted advisor to support revenue growth and meet customer demand. Work with Support or Service to resolve issues expeditiously
• Escalation Management: Effectively manage customer escalations at scale. Swiftly identify root causes of dissatisfaction, collaborate with cross-functional teams (Product, Sales, Operations) to formulate manageable, scalable solutions, and communicate empathetically with customers to restore confidence
• Internal Alignment: Work cross-functionally with other internal teams to ensure regional feedback informs company-wide strategy and product evolution