Customer Data & Insights 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.

As the Customer Data & Insights Manager, you will accelerate customer outcomes and team efficiency through customer data and insights. You will be directly responsible for executing against our annual strategy commitment to develop and advance customer insights to accelerate growth. You’ll do this by synthesizing customer usage and experience, customer success programs and business outcome data to define which customer behaviors and usage patterns correlate with risk, retention and growth - so we can proactively measure, signal and activate against it, driving the right actions at the right time. You’ll support rapid experimentation and testing to understand which strategies give us the best returns on performance - scaling successes and sunsetting failures to continuously build better customer outcomes. And, your research will guide strategy development and inform the right long-term big bets and investments.

In this role, you’ll serve the Customer Success organization and drive/develop the CX. You’ll partner with Sales, Marketing and Product teams across levels, up to executive leadership, to drive alignment and get things done! You will evolve a clear view of Customer Insights (incl. Customer Health metrics, and Renewal Propensity models), and guide the build of Customer Journey and Capabilities Models. This role requires someone who can translate big picture vision into hands-on data analysis, synthesis and strategic recommendations. We’re looking for someone who has a passion for the customer experience, enjoys building and is an effective innovator and collaborator.

Our Customer Success team is a growth lever for our customers and for Amplitude. Spanning across Customer Success Management, Professional Services, and Education, this individual will develop an end-to-end perspective to help us grow value for Amplitude users present and future.

This role is an Individual Contributor 

You will

• Manage and evolve customer health scoring including  data modeling and defining leading indicators of retention + growth to systematically signal risk & opportunity, and drive Customer Success field action
• Analyze point-in-time customer behavior patterns to guide development of Customer Journey maps & Capability Models; Optimizing our human- and tech-led engagements.
• Analyze outcomes from experiments, new strategies and operationalized programs to guide leadership decisions, actions and investments
• Evaluate trends in customer health (e.g. by region, segment, industry) to surface root-cause, risk and/or opportunity, and recommend strategies to enhance outcomes
• Partner with senior leadership; Guide and drive strategic planning choices by sizing return on investment and providing recommendations for growth
• Build reliable cohort reporting, trend analysis and performance insights.

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

• Strong analytical skills, experienced with statistics (e.g. regression), and able to find, pull, and manipulate data effectively
•  (1) moderate SQL experience [e.g. can explore raw data sets and manipulate them 
•  to get answers] 
• (2) experience with SQL-based reporting platforms like Looker, Tableau, CRMA, or others
• Experience joining data across systems to generate meaningful, actionable learnings for go-to-market leadership – includes user behavior data (in-app clicks and actions), go-to-market data (contacts, accounts, opportunities), and financial data (revenue/ARR outcomes).
• Experience deriving clear strategic recommendati