Customer Success Strategy & Operations Senior Manager

Hybrid Full TimeRemote Full TimeSan Francisco, CA, United States (Remote)Amplitude

Amplitude is a leading digital analytics platform. More than 1,800 customers, including Atlassian, Chick-fil-A, Marks & Spencer, NBCUniversal, PayPal, Shopify, and Under Armour rely on Amplitude to gain self-service visibility into the entire customer journey.  With Amplitude, teams can understand what product features are working, where users are getting stuck, and what actions lead to the right outcomes. 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 creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.

About The Role & Team

As Strategy & Ops Senior Manager, you will support and guide the strategy, execution and innovation of our 1:many functions – including Digital Customer Success, Support and Education. As a trusted advisor to business leaders, you will work alongside them to develop and set Annual Plans, performance metrics, manage the operational cadence and ensure we have the right insights at the right time to drive decisions, actions and outcomes.

We’re looking for someone who is able to translate big picture strategy into execution. You will lead through influence to create big impact and ground-breaking change, working alongside teammates in Product, Business Systems, central operations teams and more. You’ll develop, evaluate and scale programs to drive impact to customer usage, retention, growth – and ultimately revenue and productivity gains. This is a great opportunity for an entrepreneurial leader and innovator to guide building customer experience and outcomes for Amplitude users present and future.

Our Customer Success team is a growth lever for our customers and for Amplitude. Our Support, Digital CS and Education teams are focused on accelerating customer value and reach with low friction, high velocity offerings.

As part of the GTM Strategy & Operations team, you’ll leverage data, best practices and systems/automation to accelerate time to insight and customer growth.

Responsibilities include:

  • Guide and set annual strategy plans, investments & expected outcomes
  • Guide, set and support plans for headcount, budget and expenses
  • Build and lead the operating cadence, including performance metrics dashboards, reviews and QBRs
  • Serve as a strategic advisor to your business partners, proactively evaluating and providing insight to what’s working and what’s not – scaling successes and sunsetting failures
  • Lead with curiosity to proactively offer recommendations for improvement, optimization and innovation
  • Use data to drive clear decisioning, impact evaluation and measurement
  • Partner cross-functionally with GTM, Product and Operations teams to drive results

Skills required:

  • Proven results driving decisions and investments through a data-informed approach
  • Experience working with senior leaders, including up to the C-suite
  • Understanding of SaaS business economics and Customer Success metrics
  • Data, systems and solutions-oriented thinking; Proven experience driving innovation through technology
  • Highly skilled collaborator and communicator with proven experience working across teams, functions and levels to get things done
  • Innovator and entrepreneur mentality; Confident with both big-picture and creative thinking as well as with prioritized, focused execution
  • Experience working alongside and supporting business leaders in a Strategy & Ops and/or Chief of Staff function

A plus if you:

  • Have a hands-on background with Education, Self-service, Support and Digital CS / “Tech Touch” functions
  • Have experience with CS tooling i.e. Zendesk, Intercom and Skilljar
  • Have experience with Amplitude, Looker, Tableau or Snowflake
  • Have an analytics and/or consulting background

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.

We care about the well-being of our team: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a generous parental leave, a subscription to Modern Health, and a generous Learning & Development stipend.

The Product: Amplitude is a digital analytics platform – we help companies understand their users, rapidly release better product experiences, and ultimately grow their business. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

Other fun facts about Amplitude:

  • G2: #1 product analytics solution and #3 best software product
  • Business Insider: A top tech company to bet your career on
  • Fast Company: #3 most innovative enterprise company in the world
  • Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL.
  • Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
  • We’re a global and fast-growing team! We have offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and employees around the world.
  • Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

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.

  • This position has been filled

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