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Amplitude

Amplitude helps companies build better products.

Senior Manager, Enterprise Customer Success
Dallas, TX, US
Job Description / Skills Required

Amplitude’s mission is to help companies build better products.  By building best-in-class teams, we create best-in-class products that customers love.  We approach challenges with humility, we take ownership over our work, and our growth mindset pushes us to constantly improve ourselves, each other, and the value we bring to customers.
 
Amplitude is laser focused on driving value to customers, and as a result, the Customer Success team influences every part of the company. We help drive what our product and engineering teams build, what our sales team pitches, what stories our marketing team tells, and we ensure that the customer voice is heard in all internal decisions. As part of the Go-To-Market function, Customer Success is responsible for maximizing customer retention and driving expansion - our customers’ success leads to our success.
 
As a Senior Manager of Strategic Customer Success, you will play a vital role in evolving what Customer Success means at Amplitude by leading and developing a diverse and talented team of CSMs. You will report to the VP of Customer Success and will own the overall adoption, impact, and success of our Strategic and Enterprise customers owned by our central CSMs.
 
In this role, you will have four key focus areas:
 
1. ) Coaching and Development -- Amplitude’s success is built on its people and you will be responsible for coaching and developing your CSMs and help grow their careers. You will be the leader they look up to and learn from as they tackle the relationship management, adoption, and prioritization challenges that come with managing a multi-million dollar book of business.
 
2.) Recruiting -- We hire above the mean and you will be responsible for ensuring that your team is continually getting better with each hire we make, while still holding true to our cultural and operational values. You will have the opportunity to build a team of high performing individuals who are eager to work with customers.
 
3.) Enterprise Strategy -- You’ll be working with Fortune customers, who are extremely different than the SMB business that is the foundation for the company. How we interact with, support, and drive success for Enterprise is a motion we are constantly improving and you’ll have a big part in that.
 
4.) Customer Relationships -- Your CSMs will come to you when they need help building higher up relationships with customers. Connecting with key stakeholders, understanding their goals and pains, and building a level of trust where they can lean on you and your team as partners will be paramount to our success in the Enterprise.
 
If you’re hungry to work hard, learn, and build something meaningful, then this is the opportunity for you.
 
Additionally, being a key GTM stakeholder in our smaller central region, you’ll have the opportunity to be a leader that everyone, not just CSMs, look up to for guidance.
 
Responsibilities:
  • Directly manage a team of CSMs and hold them accountable to outcomes
  • Train, develop, coach, give feedback, and provide a career development path for your reports
  • Uphold Amplitude’s cultural values and operating principles
  • Recruit and train new hires
  • Develop and improve processes, frameworks, and collateral to improve results at scale
  • Engage with customers to help CSMs deliver value and increase adoption
  • Work with cross-functional leaders to drive success to our customers
  • Identify customer trends, successes, and challenges to leadership and present a point of view as how to deliver value to customers

Requirements:

  • 6+ years of Customer Success or Account Management experience, preferably within Enterprise SaaS
  • 3+ years of direct management experience and a track record of achieving results
  • A deep understanding of the customer journey and what success means in Enterprise SaaS
  • Strong leadership, management, communication (verbal, written, and communication), business development, and interpersonal skills
  • A customer-focused mindset and passion for customers’ success with the ability to balance the needs of the customer with those of the business
  • The ability to motivate and inspire others
  • Mastery of multi-tasking, prompt decision making, and prioritization skills

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. 

We care about the well-being of our team: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, a generous Learning & Development stipend, and a full 10 year window to exercise your stock options. 

The Product: Amplitude is the world's #1 product intelligence platform– we empower teams to use customer data to build great product experiences for growth.  We’re super proud of what we’ve built and continue to build on: a platform that enables companies to thrive. 

 Other fun facts about Amplitude: 

  • Founded in 2012, Amplitude is backed by Sequoia Capital, IVP, Battery Ventures, Benchmark Capital, Y Combinator and other top tier investors.
  • Twenty of the Fortune 100 are now customers of Amplitude as are innovative brands such as Atlassian, Twitter, Peloton, FuboTV, and Thredup.
  • We have offices in San Francisco (HQ), New York, Austin, Amsterdam, London, and Paris.
  • Our mascot is the datamonster, who loves to chow down on all your 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.

Amplitude’s D&I Commitment: Amplitude believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.