Senior Director, Customer Success

Amplitude is the leading digital analytics platform, helping over 4,300 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories by G2, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com. 

As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do.

Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.

About Amplitude

Amplitude is the pioneer of Digital Analytics, helping companies understand user behavior and build products people love. We are a data-driven, customer-focused organization committed to empowering our clients to achieve their digital growth goals. Join us in our mission to help the world build better products!

The Opportunity

We are seeking an exceptional AVP of Customer Success to lead and scale our North America Enterprise Customer Success Management organization. This is a critical leadership role responsible for driving customer adoption, retention, and expansion across our most strategic accounts by ensuring our customers realize business value from the Amplitude platform.

This AVP of Customer Success will have direct ownership over the post-sale customer lifecycle for the region, including onboarding, adoption, value realization and growth. The ideal candidate will have a proven track record of leading high-performing teams, a deep understanding of the SaaS and digital Analytics landscape, and a strong technical background, ideally having served in a Technical Account Management (TAM), Sales Engineering (SE) or Professional Services function earlier in their career.

What You'll Do: Key Responsibilities

Strategic Leadership & Regional Ownership

• Define and execute the vision and strategy for the North America Customer Success Management organization, driving operational excellence across all post-sale motions.
• Own key performance indicators (KPIs) for the region, including gross retention and net revenue retention (NRR).
• Collaborate with Sales, Professional Services, Product and Marketing to ensure a seamless, end-to-end customer journey and champion the voice of the customer internally.

Customer Lifecycle & Value Realization

• Ensure Amplitude successfully delivers quantifiable value for our customers through onboarding, renewal and growth. 
• Act as an Executive Sponsor for Amplitude’s most strategic and complex enterprise accounts in North America, leveraging your deep technical expertise to drive successful outcome and unblock accounts
• Handle high-level customer escalations, providing a deep technical and business perspective to drive swift and satisfactory resolutions.

Team Management & Scaling

• Lead, mentor, and scale a team of Customer Success Managers fostering a high-performance, customer-centric, and technically proficient culture.
• Develop and implement best-in-class playbooks for value realization, adoption, and risk mitigation across the entire customer portfolio.

What You'll Bring: Required Experience & Qualifications

Leadership & CS Experience

• 8+ years of experience in Customer Success, Account Management, or post-sales leadership within a B2B Enterprise SaaS environment.
• 5+ years of experience in managing large, regional, or global teams.
• Proven success in developing and executing strategies that significantly improved Gross Revenue Retention (GRR) and  Net Revenue Retention (NRR) 

Technical & Domain Expertise

• Strong Technical Acumen: Demonstrated ability to understand, explain, and evangelize a complex, highly technical B2B SaaS product (preferably in product analytics, data, or mar-tech).
• Prior Technical Field Experience (Highly Preferred): Previous experience as a Technical Account Manager (TAM), Sales Engineer (SE