Job Title: Success Operations Engineer

Location: Remote

Employment Type: Full-Time

About Us

Amira accelerates reading outcomes by delivering the science of reading and neuroscience to every student. Validated by independent efficacy research from universities and state education agencies, Amira's impact on student reading growth is proven nationwide. More than 2,500 school districts and state agencies trust Amira to deliver measurable reading results with over 5 million students around the world becoming stronger readers with Amira.

Unlike any other edtech tool, Amira continuously pinpoints each student’s reading skills and helps teachers build lessons aligned to their district’s curriculum, drawing directly from the high-quality instructional materials they already use. Teachers can finally differentiate instruction with evidence and ease, and every student gets the one-on-one practice they need, whether they’re racing ahead or working to catch up.

Join our mission-driven team of reading scientists, AI engineers, educators, and business builders, and help to make every child become a proficient reader.

The Role

The Success Operations Engineer serves as the technical architect behind our Success team's customer engagement strategy. You'll own the automation infrastructure that enables our team to proactively serve school districts helping students learn to read. This role sits at the intersection of customer success operations, data, and AI-enabled communication, translating our team's strategic goals into scalable, automated workflows.

Essential Functions

ChurnZero Platform Administration & Optimization

Serve as the primary operations administrator, owning all aspects of platform configuration, user management, and system optimization
Setup AI Agents to drive personalized, automated communication across multiple channels
Optimize our ChurnZero instance for customer communication workflows
Build and maintain integrations between ChurnZero, Salesforce and other tools in our tech stack using Zapier, APIs, or other integration platforms
Stay current on ChurnZero platform updates and new features, proactively implementing capabilities that advance team objectives
Establish governance standards for segmentation, play creation, and data hygiene across all platforms

Automation & Workflow Design

Design, build, and maintain automated customer journeys and plays based on customer health scores, usage patterns, and lifecycle stage
Create sophisticated customer segments using SQL queries and platform logic to ensure precise targeting
Develop automated alert systems and workflows that surface at-risk accounts and key opportunities to the team
Build fail-safes and quality checks to ensure automated communications are delivered correctly and on schedule
Partner with the Customer Success and IT teams to translate strategic priorities into executable automation workflows

Data & Analytics

Design and build dashboards that provide real-time visibility into customer health, engagement, and team performance
Write SQL queries to extract, transform, and analyze customer data from multiple sources
Create reporting infrastructure that tracks key retention metrics, customer health scores, teacher activation rates, and student utilization
Develop models that support predictive analytics and early warning systems for churn risk
Ensure data accuracy and consistency across systems through regular audits and validation processes
Familiarity with HTML and other front-end technologies

AI-Enabled Communication

Build and deploy AI agents for customer communication, using tools like GPT-based systems to personalize outreach at scale
Develop AI-powered content generation workflows for email campaigns, in-app messages, and customer resources
Create prompt templates and guardrails that ensure AI-generated communications maintain brand voice and accuracy
Experiment with emerging AI capabilities to continuously improve communication effectiveness and efficiency
Work with APIs to connect AI tools with customer data platforms and communication channels