Senior Customer Success Manager - East

About The Role & Team

The Customer Success team is responsible for building relationships with and driving long-term value realization for Amplitude’s customers. As a Senior Customer Success Manager, Enterprise (Majors) for our east region, you are responsible for making sure that our enterprise customers are successful in achieving their product goals. As a dedicated resource on a portfolio of Enterprise accounts in North America you will lead the process for understanding the most meaningful business challenges of the product executives you partner with. You will have the opportunity to work with both innovative digital-first brands and more traditional companies looking to embrace a data-driven future and have a significant impact on Amplitude’s Customer Success strategy. 

You enjoy working in a fast-paced environment where you wear many hats. You get equally excited by growing your book of business in partnership with sales as you do by helping a customer on their success journey. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.

As a Senior Customer Success Manager, Enterprise, you will:

• Partner with Account Executives to build growth strategies for your book of business and secure successful renewals and expansions
• Identify and develop relationships with client executives that include VPs, C-suite officers, founders and CEOs
• Plan and deliver value-based business reviews with customer executives
• Regularly monitor your portfolio’s account health to discover opportunities to help customers realize maximum value from Amplitude
• Develop customized success plans that accelerate solution adoption and provide the customer with a path to achieve their desired outcomes with Amplitude
• Project-manage the customer journey using internal and external resources as needed
• Partner with our Professional Services team to ensure a successful onboarding process, answer ad-hoc business/strategy questions, and share methodologies and insights
• Leverage your Amplitude product expertise along with customer use-case knowledge to derive valuable insights

You'll be a great addition to the team if you have:

• 5+ years prior experience in a Customer Success / Account Management role
• 3+ years working with large enterprise SaaS customers
• Proven ability to program-manage software adoption within sophisticated Enterprise organizations: track record for helping companies accelerate product adoption, influence collaboration, and promote opportunities for growth
• A customer-focused mentality, along with passion and curiosity for our customers’ businesses and is needed to get to better business outcomes
• Technical aptitude (i.e. the ability to learn and explain technical products and concepts) and business acumen (i.e. an understanding for revenue and growth drivers for enterprise organizations)

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