Customer Success Systems Senior Manager

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 Customer Success Systems leader, you will translate big-picture strategy into a plan of action and hands-on execution. You’ll lead and drive our Customer Success Platform implementation, supporting our CS Management organization with customer insights, data-driven triggers and playbooks to mitigate risk and maximize opportunity with a clear, systematic engagement cadence. You’ll work cross-functionally with senior leaders in CS and with Enablement, Business Systems, Value Engineering, Sales Operations and more.

To be successful in this role, you’ll bring a systems and solutions-oriented mentality, and thrive thinking about big-picture return on investment as well as the nitty-gritty mechanics of systems applications, integrations, and the like. You will make our teams’ lives easier and more efficient in driving customer value. Your efforts in building, experimenting and innovating with our systems applications will directly show up in Retention, Growth and Productivity performance. Because of this, we are looking for someone who is data-informed and business-problem oriented.

Our CS team is a growth lever for our customers and for Amplitude. Spanning across Customer Success Management, Professional Services, Education and Support, this individual will begin with a focus on the CSM role, and have the opportunity to expand to other functions and applications over time. Your work will increase value for Amplitude users present and future.

As part of the GTM Strategy & Operations team, your role is to help us harness the opportunity of data and systems/automation – accelerating time to insight and bending the curve on growth by building systems solutions.

Responsibilities include:

• Implement, launch and optimize our CS Platform
• Develop and launch a clear view of Customer Health for CSMs, with interlock across GTM teams
• Partner with Strategy & Ops, Data & Enablement partners to deploy, experiment, measure and scale intervention playbooks, customer journey engagement guidelines and standard methodologies
• Identify, recommend and action opportunities for efficiency in our CS and GTM motions, solvable by systems; Get hands-on to develop and implement solutions.
• Partner with Business Systems, Tech & Ops and Product teams to develop a low-friction, high-velocity tech stack that helps our teams accelerate growth
• Build expertise in the CS tech stack and expand ownership of tooling solutions over time: Examples include – MavenLink (PSA), Zendesk (Support), Skilljar (Education)

Skills required:

• Systems and solutions-oriented thinking
• Experience translating vision & strategy into systems solutions, and delivering results against them
• Familiarity with SaaS business metrics and a data-informed mentality
• Effective communicator across technical and non-technical teams and levels, up to C-Suite
• Experience owning, deploying and optimizing systems and automation technologies
• Familiarity with SFDC

A plus if you:

• Have analytics or experience
• Are PMP certified or have Program Management experience
• Have experience working in Customer Success
• Are SFDC or Gainsight certified
• Have hands-on experience with tooling for Support, Education and Services

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.

SF version; adjust for office location 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