Director, Customer Success, West

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. Almost 2,000 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 also 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 The Role & Team

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.

The Customer Success team is responsible for driving adoption and long-term value realization for Amplitude’s customers through structured programs as well as ad-hoc engagement to provide product expertise and best practices. 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. 

As Director, Customer Success (West), you will own a key portion of our business in North America and lead a diverse and talented team of CSMs. You will report to the VP, Global Customer Success and will own the overall adoption, value realization, and success planning for customers owned by our West CSMs. 

As Director, Customer Success (West) you will:

• Lead and directly manage Customer Success Managers (CSMs), including recruiting/hiring, development, and performance management
• Be a key member of the Customer Success leadership team & the voice for Customer Success Management at Amplitude
• Own success metrics in the America West region, specifically NRR and associated leading indicators of success
• Partner with regional sales counterpart to drive retention and expansion within your market
• Build relationships with key customer stakeholders to strengthen the Amplitude partnership
• Master Amplitude’s value proposition and use cases to become a trusted advisor to our customers
• Work with cross-functional leaders (Product, Professional Services, Marketing, Operations etc) to drive success for our customers
• Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services

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

• 6+ years of Customer Success, Services or Consulting experience, preferably within Enterprise SaaS
• 5+ years of direct management experience and a track record of achieving results and building high-performing teams
• A deep understanding of the customer journey and what success means in Enterprise SaaS
• A customer-focused mindset and passion for our customers’ success with the ability to balance the needs of the customer with those of the business
• A proven track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a high-growth company, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• A background in Analytics or data-centric technologies (CDP, data integration etc.)

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 compan