At Amplitude, we're building analytics that help our customers use data to build better products and drive growth. We're the product analytics platform of choice for many top product teams including Microsoft, IBM, Paypal, and Disney.

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, Sales etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer.

As the Manager, Enterprise Customer Success in our headquarters, 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 and success of our Strategic and Enterprise customers for the Western region.

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 high performing team who are eager to work with customers.
  3. Enterprise Strategy -- You’ll be working with Fortune customers with complex org structures and decision-making processes. How we interact with, support, and drive success for Enterprise is a motion we are constantly improving and you will influence how we evolve in this area.
  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

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 Management or Consulting 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 how to define and measure success in Enterprise SaaS
  • Strong leadership, management, communication (verbal, written, and presentation), business development, and interpersonal skills
  • Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
  • 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
  • Prior experience operationalizing Customer Success through programs, systems and playbooks strongly desired

About Amplitude

At Amplitude, we’re on a mission to help product teams understand their users’ behavior so that they can build better products. We’ve built a product analytics platform that enables anyone, regardless of analytics experience, to listen to what their users are telling them through user behavior.
 
Founded in 2012, Amplitude is located in San Francisco’s SOMA neighborhood, and we are backed by Sequoia, IVP, Battery Ventures, Benchmark Capital, and Y Combinator. You can learn more about our team, culture, and environment at https://amplitude.com/careers.
 
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.
 
#LI-EA1

Apply for this Job

* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Amplitude are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.