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Strategic Success Manager

Amplitude is laser focused on driving value to customers, and as a result, the Customer Success team influences every part of the company. We help drive what our product and engineering teams build, what our sales team pitches, what stories our marketing team tells, and we ensure that the customer voice is heard in all internal decisions. As part of the Go-To-Market function, Customer Success is responsible for maximizing customer retention and driving expansion - our customers' success leads to our success.
As a Strategic Success Manager, you are responsible for making sure that our most strategic customers, like Cisco, Microsoft, Paypal, and Under Armour, are being successful in achieving their product goals. As a dedicated resource on a portfolio of strategic accounts, you will lead the process for understanding the most important business challenges that product executives you partner with are trying to solve. You'll then plan and execute on a roadmap to help solve these challenges and get them to their desired outcomes.
Strategic Success Managers wear two hats:
1) Strategic Account Manager -- it is your responsibility to create and maintain a positive relationship with all of your customers with the goal of maximizing customer retention and reducing customer churn. This means having regular conversations with key influencers and power users to evaluate the strength of the business relationship, digging for pain and getting product feedback, being a product advocate for other users within your customers' organization, and relaying important communications directly to the customer. You'll work closely with Account Executives to build growth strategies for your accounts and work with them through renewal and upsell conversations. Internally, you'll work closely with the product, engineering, sales, and marketing teams to bring the customer voice into their key conversations.
2) Product Analytics Strategist -- you will become a product analytics leader and you will teach your customers how to derive valuable insights from our highly technical product. Your responsibilities include leading the onboarding process, conducting hands-on trainings on the platform, answering ad hoc business/strategy questions, and sharing methodologies and insights from your wealth of knowledge. You'll build strategic frameworks for the different user personas (analysts, PMs, managers, C-level execs, etc) who can get value from the data in the system. Internally, you will help our product team and engineers in driving the product roadmap as you will advocate for your customers and voice their needs in product meetings
Requirements
At least 6 years of experience in a customer success/account management role with at least 3 years of experience working with large enterprise customers
Experience managing multiple business units of same customer, a proven track record around account expansion
Expertise in navigating complex enterprises and building new relationships
Demonstrated ability to learn and explain a technical product or concept
Proven experience in successfully coordinating internally across many different teams
An aura of integrity, professionalism, and a willingness to assist
Knowledge of the analytics space is a plus
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 has offices worldwide, and we are backed by 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.
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