Dirk Hamilton

Senior Vice President, Customer Success & Support

Amira Learning

Apr 2023 - Current (3 years 2 months)

Leads Customer Success team of 26 and Support team of 8 (34 total), with 3 team leads and 1 director. Increased Gross Revenue Retention (GRR) from 71% → 84% in the first year; achieved Net Revenue Retention (NRR) 125%+. Partnered with Sales to drive expansion revenue, securing state-level rollouts (Louisiana, North Dakota) and large-scale implementations at NYC DOE and Chicago Public Schools. Implemented Account Health Scoring and launched ChurnZero to improve retention forecasting and mitigate churn risk. Point of contact for channel partners who sold, trained, implemented and/or supported the products. Achieved >90% CSAT while reducing average support case resolution times.

Vice President, Customer Success

SchooLinks

Jun 2022 - Mar 2023 (10 months)

Stabilized and scaled CS + Support teams (12 FTEs) during a VC-backed growth stage. Rebuilt organizational structure: hired 2 managers, 6 Success Managers, and 3 Support agents. Standardized roles and responsibilities, implemented OKRs and performance evaluation matrix, driving alignment and accountability. Supported ARR expansion across K-12 districts by building scalable post-sales infrastructure.

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Vice President, Customer Success

Nearpod (Acquired by Renaissance Learning)

Oct 2019 - Jun 2022 (2 years 9 months)

Scaled org from 15 CSMs managing $20M ARR → 83 CSMs overseeing $106M ARR. Improved GRR from 75% → 89% and NRR from 94% → 128% by implementing cross-sell/upsell playbooks and deepening product adoption. Built and led Professional Services team of 10, growing services revenue to $3M annually while maintaining 90%+ CSAT and increasing performance utilization from 72% → 85%. Created CS Operations & Enablement team, enhancing onboarding and team development. Drove market expansion into higher education and international markets by piloting customer adoption strategies.

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Sr. Director, K-12 Consulting

Blackboard (Acquired Schoolwires)

Jan 2018 - Oct 2019 (1 year 10 months)

Directed 5 service functions (85 FTEs): Consulting, Training, Success, Website Design, and Development. Delivered $6M+ in services revenue, increasing client satisfaction from 83% → 95%. Designed new consulting service packages, generating $650K incremental revenue in year one. Managed 3-year migration of 650+ districts, achieving 92% CSAT.

Director, Project Management

Blackboard

Apr 2015 - Jan 2018 (2 years 10 months)

Scaled Project Management team while maintaining 96% client satisfaction and 80% utilization. Partnered cross-functionally with Product, QA, Sales, and Marketing to improve customer lifecycle efficiency.

Sr. Manager, Client Relationships

Blackboard

May 2012 - Apr 2015 (3 years)

Managed $18M recurring revenue portfolio with 95%+ client satisfaction. Built a customer-facing knowledge base, reducing response times and increasing CSAT >93%.

Account Manager, Business Intelligence

Wolters Kluwer Health

Jan 2005 - Jan 2009 (4 years 1 month)

Consistently exceeded renewal targets with 87–95% renewal rates. Increased product adoption by 68% and expansions by 28% through training and engagement strategies.

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