Senior Enterprise Customer Success Manager

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. More than 2,300 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. 

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

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.

The Customer Success team is responsible for building relationships with and driving long-term value realization for Amplitude’s customers. Our Enterprise team works with strategic enterprise accounts across EMEA. We drive adoption through structured programs as well as ad-hoc engagement to provide product expertise and standard methodologies. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer.

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, you will:

• Partner with Account Executives to develop and execute a plan for driving results within your portfolio, working collaboratively to secure successful renewals and expansions
  
  
• Use Gainsight and leverage customer data to proactively monitor account health, drive adoption and identify opportunities to help customers acquire maximum value from Amplitude
  
  
• Provide expertise to help customers derive valuable insights from our highly technical product
  
  
• Gain a deep understanding of the business needs of your clients and how Amplitude provides value in driving to those outcomes to plan and deliver value based business reviews with client executives
  
  
• Innovate when it comes to managing a portfolio of Enterprise accounts (15-40) and share ideas for driving efficiencies and develop best practices that will scale as the business grows
  
  
• Champion the needs of the market and serve as internal advocate for customers
  
  
• Effectively prioritize in order to deliver on key business objectives across your portfolio

You'll have:

• Previous experience in a strategic customer success/technical account management/relationship type role while managing Enterprise customers
  
  
• Previous Gainsight experience is a huge plus as well as past experience within data, analytics, martech
  
  
• Experience with account and territory planning
  
  
• Strong organizational, time management and prioritization skills
  
  
• Experience working with large, complex enterprise organizations
  
  
• Proven ability to learn and explain a technical product or concept
  
  
• Curiosity and motivation to learn our product so that you can effectively position the solution and its value
  
  
• Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company
• German Speaking

 

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 tr