Enterprise Customer Success Manager

Company: Amplitude
Location: San Francisco
Posted on: September 21, 2023

Job Description:

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, 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 Enterprise Customer Success Manager, you will:

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• 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:
  
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  • 6+ years prior experience in a customer success/account management role
    
  • 2+ 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)
    
    Who We Are
    The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we're tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.
    The Product: Amplitude is a digital analytics platform-we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We're super proud of what we've built and continue to expand: a platform that empowers companies to thrive in the digital era.
    We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and wellbeing of our Ampliteers.
    Some of our benefit programs include:
    
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    • Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
      
    • Flexible time off, paid holidays, and more
      
    • Generous stipends to spend on what matters most to you, whether that's wellness (monthly), learning and development (annual), commuter transit/parking (monthly), home office equipment (annual), and much more
      
    • Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
      
    • Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
      
    • Employee Stock Purchase Program (ESPP)
      
      Other fun facts about Amplitude:
      
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      • G2: and #3 best software product according to the 2022 G2 Best Software report.
        
      • Business Insider: A top tech company to bet your career on.
        
      • Fast Company: #3 most innovative enterprise company in the world.
        
      • Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL.
        
      • Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
        
      • We're a global and fast-growing team! We have offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and employees around the world.
        
      • Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.
        
        Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
        This role is eligible for equity, benefits and other forms of compensation.Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $133,000 - $200,000 total target cash (inclusive of bonus)Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City. New York City salary range: $148,000 - $222,000 total target cash (inclusive of bonus)Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $148,000 - $222,000 total target cash (inclusive of bonus)Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $133,000 - $200,000 total target cash (inclusive of bonus)Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $133,000 - $200,000 total target cash (inclusive of bonus)Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.
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Keywords: Amplitude, San Francisco , Enterprise Customer Success Manager, Executive , San Francisco, California