Amy Kuna

This Master of Arts in Curriculum and Instruction developed expertise in learning design, stakeholder collaboration, data analysis, and outcome-driven program development — competencies directly aligned with Customer Success roles focused on customer onboarding, adoption, and long-term value realization.

The program emphasized designing effective learning experiences, analyzing performance data, and adapting strategies to meet diverse user needs. These skills translate naturally into guiding customers through product implementation, training, and ongoing engagement to ensure successful outcomes.

I joined a group of professionals trained in curriculum and instruction that are skilled at simplifying complex concepts, measuring progress, and continuously improving experiences — key capabilities for driving customer satisfaction, retention, and growth.

Educational Leadership → Customer Success

This Master of Arts in Educational Leadership developed advanced skills in leadership, stakeholder management, data-driven decision-making, and organizational improvement — competencies directly aligned with Customer Success roles focused on client growth, retention, and strategic partnership.

The program prepared me to:

• Lead diverse groups toward shared goals
• Build strong relationships with multiple stakeholders
• Analyze performance data to improve outcomes
• Manage change and organizational initiatives
• Communicate complex ideas clearly and persuasively
• Coach, support, and develop individuals and teams

Specifically, this program emphasized collaboration, ethical leadership, and creating environments where people succeed — skills equally essential for managing customer lifecycles and driving long-term client value.

This Bachelor of Arts in History and Education built strong foundations in communication, analytical thinking, relationship management, and instructional design — core competencies that translate directly to Customer Success roles centered on client engagement, onboarding, and long-term partnership development.

The degree emphasized:

• Clear communication of complex ideas to diverse audiences
• Relationship building and trust development
• Research and analytical problem-solving
• Training, coaching, and knowledge transfer
• Adaptability and audience-focused support
• Outcome measurement and continuous improvement

Through teaching and historical analysis, I learned to understand perspectives, identify needs, and guide individuals toward measurable progress — skills essential for helping customers adopt products successfully and achieve desired outcomes.

• Account Management: Responsible for all of K12 Strategic Enterprise accounts, including the New York Department of Education.
• Adoption: Tracked customer adoption of over fifty unique tools, creating detailed adoption plans for customers to increase the adoption of tools that customers felt were meeting their goals as an organization, with a focus on the ROI of their overall investment.
• Customer Advocacy: Represented customer needs with product development, leadership, marketing, and other internal departments.
• Customer Enablement: Developed training materials and success plans to enhance customer understanding of a complex Learning Management System. Provided office hours, webinars, and individual mentoring.
• Data Analysis: Analyzed customer data to identify trends, recommend improvements, as well as celebrate growth and success.
• Enablement: Led webinars and workshops to educate clients on new features and best practices.
• Escalation Management: Developed escalation guidelines and strategies for all of Customer Success to follow a set of unified tasks.
• Mitigating Risk: Created an entire mitigation library for CS Department. Saved large Enterprise clients from dropping their contracts.
• Sales Opportunities: Identified sales opportunities, negotiated terms, and promoted growth across accounts.

Led the strategic enterprise K–12 client portfolio across the United States, owning the full customer lifecycle from post-sale handoff through implementation, renewal, and expansion. Over five years, achieved a 100% renewal rate across all strategic accounts, with zero churn. Designed and executed tailored adoption strategies aligned to district-level goals, driving an average 40% increase in product usage through consistent, high-impact client engagement.

Served as the executive partner for district leadership, leading Quarterly Business Reviews that translated usage data and performance insights into actionable recommendations for adoption strategy and product investment. Guided stakeholders in using data to inform decision-making, optimize outcomes, and maximize long-term value.

Managed a large, complex book of business while providing regular executive-level updates to internal leadership through clear, data-driven presentations. Proactively mitigated risk by orchestrating cross-functional collaboration, aligning Sales, Support, Product, and Implementation teams through structured internal planning and shared accountability. Maintained real-time visibility into client health, sentiment, and progress to drive retention and growth.

In addition to account leadership, served as Senior Customer Success Manager, mentoring and onboarding new CSMs and setting standards for strategic account management. Actively contributed to organizational culture through participation in the Women’s Leadership Committee and sustained engagement in the D2L community over four years.

• Developed: Created comprehensive sales plans to achieve account acquisition, revenue, and margin targets.
• Established: Connections with strategic clients to build trust and promote Naviance adoption.
• Formulated: Competitive strategic plans aligned with organizational objectives.
• Leveraged: Key performance indicator data to enhance team skills and account management strategies.
• Managed: Led a team of ten Educational Implementation Consultants, optimizing the success of assigned books of business, and executing routine performance assessment

Education Impact Consultants strive to be thought partners with their school districts. As the liaison between all internal teams and these school districts, EICs provide ongoing value in this thought partnership by removing barriers to success and both advocating for and directly facilitating progress towards district goals. Together, this will allow full realization of the school district’s vision for PowerSchool products.

Managed 10 Educational Impact Consultants, mitigating risk and ensuring clients renewed with upsells. Ensured all sales targets were met and clients were given excellent service, including introducing office hours, newsletters, and collaboration. I managed my team as well as my own large book of business consisting of 150 clients.s.

• Analyzed: Documented teacher performance, coordinating educational assessments effectively.
• Created: Educational standards and performance goals to enhance academic outcomes.
• Developed: Implemented curricula for grades six to twelve, addressing diverse student needs.
• Established: Trusting relationships with students and families, contributing to an award-winning school environment.
• Led: District initiatives, including the Dean's Cadre, the Professional Development Committee, and the Crisis Initiatives.
• Managed: Program budgets, student records, and administrative reporting requirements proficiently.
• Oversaw: Discipline and behavior management for over 1,000 students.
• Supervised: 100 staff members across 12 teams and grade levels.

As a teacher and instructional leader, I directed large, diverse classrooms of 35+ students across general education, special education, and behavior-intervention programs. I owned the end-to-end design and execution of curricula across five distinct subject areas, building comprehensive instructional systems that drove measurable gains in student performance. I led the development of an interdisciplinary American Studies program spanning middle and high school, which earned an Award of Excellence from the Board of Education for sustained improvements in academic achievement and student behavior.

As an administrator, I led school-wide transformation initiatives that reduced incidents of school violence by more than 85%. I designed and implemented consistent behavioral frameworks, policy reforms, and professional development programs that strengthened instructional quality and staff alignment. By scaling positive behavior reinforcement systems, I helped lead the school to Blue Ribbon recognition.

Throughout my career, I have built, managed, and aligned cross-functional teams of educators and administrators. I launched and led initiatives including a Dean’s Cadre, Diversity Training programs, and Curriculum Review Committees, driving adoption through clear accountability and stakeholder buy-in. I consistently stepped into high-impact leadership roles beyond my formal scope, supporting district-led teams, student leadership organizations, and extracurricular programs.