Amy Madigan
Pittsburgh,PA
Summary
Customer Success Manager skilled in leading large district implementations and data analysis. Proven track record of improving student engagement and performance through strategic onboarding and tailored support, achieving a company-wide NPS of +67 and an 85% client engagement rate.
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Ignite Reading
02.2024 - Current
- Manage 30 grant-funded accounts representing $3.4M ARR, building trusted relationships with superintendents, principals, and district leaders, contributing to company-wide Net Promoter Score (NPS) of +67 through responsive partnership and strategic support.
- Lead 6-week implementations from contract signing to program launch for 1,688 students across multiple districts, ensuring on-time delivery and smooth adoption of 1:1 tutoring model.
- Apply Science of Reading expertise to coach teachers on evidence-based literacy strategies, resulting in 85% client engagement rate and measurable reading growth across portfolio.
- Maintain high customer satisfaction by resolving 1,000+ support tickets within 48-hour average response time through proactive problem-solving and clear communication with school partners.
- Analyze student progress data using Tableau dashboards to demonstrate ROI, identify expansion opportunities, and develop success plans that ensure program success metrics align with grant objectives and stakeholder expectations.
Customer Success Champion
ERIN Technologies, Inc.
02.2023 - 02.2024
- Managed 32 accounts representing $810K ARR for employee referral platform, serving as primary point of contact and trusted advisor through consistent engagement and strategic partnership.
- Led onboarding and implementation for new clients, including data integration support, achieving 54% product adoption rate within the first 90 days through structured training, hands-on support, and tailored rollout plans.
- Designed and executed Customer Success strategy incorporating quarterly business reviews (QBRs) to demonstrate ROI, monitor account health, and identify growth opportunities—achieving less than 3% churn rate and supporting 97%+ renewal rate through data-driven insights and proactive stakeholder engagement.
- Created customer training resources and led product adoption workshops for client teams, increasing platform engagement and reducing time-to-value for new implementations.
- Developed Customer Success playbooks and client-facing Launch Kit with customizable marketing materials, standardizing best practices and enabling clients to drive internal employee engagement.
Instructional Coach, Teacher Leader
Pittsburgh Public School District
08.2006 - 02.2023
- Managed large-scale district implementation and adoption of Microsoft Teams, Schoology LMS, IXL, and Edmentum across 50+ educators, providing onboarding, training, and ongoing technical support that ensured consistent platform usage and user satisfaction.
- Coached 15+ educators annually to achieve 94% of Student Learning Outcomes through data-driven feedback cycles, personalized development plans, and ongoing performance support.
- Designed personalized intervention plans for 200+ struggling readers using data analysis and educational technology, achieving 70 Lexile point average growth and 100% goal attainment for students 2+ years below grade level.
- Co-authored and implemented district-wide writing curriculum aligned to Common Core standards, driving adoption across multiple schools and achieving 81% student proficiency rate—26 points above district average.
Education
Master's of Education - Early Childhood Education
University of Pittsburgh
Pittsburgh, PA12-2006
Bachelor of Arts - Middle Childhood Education
John Carroll University
Cleveland, OH05-2002
Skills
- Customer success management
- Large district implementations
- Onboarding
- Customer retention
- Churn reduction
- K-12 EdTech SaaS
- Product adoption
- Quarterly Business Reviews
- Data analysis
- Customer Relationship Management
- Educational technology
- Account management
Timeline
Customer Success Manager
Ignite Reading
02.2024 - Current
Customer Success Champion
ERIN Technologies, Inc.
02.2023 - 02.2024
Instructional Coach, Teacher Leader
Pittsburgh Public School District
08.2006 - 02.2023
Master's of Education - Early Childhood Education
University of Pittsburgh
Bachelor of Arts - Middle Childhood Education
John Carroll University