Senior Customer Success Manager

REMOTE / FULL-TIME

Los Angeles-based: 60-75% travel required throughout the city of LA

About Amira Learning:

At Amira, we believe every child deserves the chance to become a reader. We seek to help more students learn how to read than any other company in the world. Amira is a rapidly growing and renowned AI startup that was recently named by Business Insider as one of 30 startups to bet your career on. The company is the only education company in the Forbes Top 50 AI Companies, was a Time Magazine Best Invention of 2021, has been featured in the NY Times, selected as the “Future of Education” by the Wall Street Journal, won dozens of awards for software excellence, and exploded into schools across the country.

Amira is the first, most widely used, and more effective AI-powered reading tutor. Amira is able to listen to young children read out loud, assess their mastery and deliver 1:1 personalized tutoring. Amira is a breakthrough innovation having a real impact on kid’s lives and societal equity. In independent testing done by State Education Agencies, Amira is the only edtech for reading that has proven effective. It is in use in schools in all 50 states and across 16 countries.

About this role:

We are seeking a Customer Success Manager, Enterprise with practical experience partnering with customers in K-12 education. This includes building relationships with district leadership, onboarding new customers, and engaging in data-driven conversations regarding literacy intervention. This an individual contributor, customer-facing position.

Who You Are:

You are a skilled relationship builder and problem-solver.
You are highly organized and efficient, and demonstrate excellent prioritization skills.
You are a detail-oriented manager of projects, initiatives, and/or teams.
You have a relentless work ethic, and obsess over achieving excellent results.
You operate in a highly efficient manner by multitasking in a fast-paced, goal-oriented environment.
You demonstrate a flexible and “team first” attitude.
You have a passion for literacy and equity in education.
You understand curriculum and software procurement in education.
You can work with a diverse range of co-workers and customers.
You thrive in K-12 school environments and successfully evangelize solutions with educators.
Preferred: a strong grounding in Reading Assessment, Science of Reading research, and data-driven instruction.

What you’ll do:

Build Trusted Relationships

You build strong relationships keyed to trust and a sense of mutual mission. You will spend most of your time face-to-face in district offices, schools, and/or classrooms, interfacing with LAUSD teachers, leaders, and stakeholders. You will communicate with educators about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your ability to influence others, educators at multiple levels of the organization serve as advocates, and therefore lead to more schools leveraging Amira effectively.

Manage Accounts to Drive Usage

You onboard partners so schools and classrooms launch Amira with success. You create measures of success and keep a pulse on the health of schools across the district. You provide insights to customers using data to drive Amira usage and implementation practices with fidelity, leading to impact (e.g. student growth).

Product Expertise & Feedback

You will know Amira’s product inside and out. You are often called upon to provide technical advice or training. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.

Use Product Data to Drive Value

You will communicate in novel and compelling ways about adoption trends and sentiment, finding ways to passionately convey the value proposition when examining a district’s utilization and reading growth data. You will use Customer Success enablement tools to scale your impact across a high volume of interactions (phone, email, and zoom) daily, tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly.

Risk Mitigation

You proactively mine for concerns or issues experienced by the customer. You get ahead of these problems whenever possible by tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly. When necessary, you snap quickly into crisis management mode.

Qualifications

Bachelor’s degree, and/or relevant experience.
Experience in education leadership - preferably within LAUSD.
2+ years of customer success experience - preferably in the Education SaaS industry.
Experience implementing software solutions - preferably in the Education SaaS industry.
Proven track record of high (90%+) renewals rate and achievement of expansion goals and targets.
Great interpersonal, written and oral communication skills.
Preferred: Experience in start-up environment.

Amira’s Culture

Flexibility– We encourage and support you to live and work where you desire. Amira works as a truly distributed team. We worked remotely before COVID and we’ll be working remotely after the pandemic is long gone. Our office is Slack. Our coffee room is Zoom. Our team works hard but we work when we want, where we want.
Collaboration– We work together closely, using collaborative tools and periodic face to face get togethers. We believe great software is like movie-making. Lots of talented people with very different skills have to band together to build a great experience.
Lean & Agile-- We believe in ownership and continuous feedback. Yes, we employ Scrum ceremonies. But, what we’re really after is using data and learning to be better and to do better for our teachers, students, and players.
Mission-Driven– What’s important to us is helping kids. We’re about tangible, measured impact.

What Amira offers

Competitive base salary
Large company-level benefits
Performance-based bonus
Meaningful stock option ownership
Cutting-edge work
The opportunity to help children around the world reach their full potential

Amira Learning is proud to celebrate diversity and is committed to building an inclusive workplace regardless of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, military service, or other non-merit factors.

At Amira, we believe every child deserves the chance to become a reader. Join us to make that happen.