Senior Director of Customer Success, Amplitude
$258-431k
OTE
+ Equity + ESPP
Product analytics company
Open for applications
Product analytics company
501-1000 employees
Open for applications
$258-431k
OTE
+ Equity + ESPP
501-1000 employees
Company mission
To be the epicenter of digital business.
Role
Who you are
- The ideal candidate will have a proven track record of leading high-performing teams, a deep understanding of the SaaS and digital Analytics landscape, and a strong technical background, ideally having served in a Technical Account Management (TAM), Sales Engineering (SE) or Professional Services function earlier in their career
- 8+ years of experience in Customer Success, Account Management, or post-sales leadership within a B2B Enterprise SaaS environment
- 5+ years of experience in managing large, regional, or global teams
- Proven success in developing and executing strategies that significantly improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Strong Technical Acumen: Demonstrated ability to understand, explain, and evangelize a complex, highly technical B2B SaaS product (preferably in product analytics, data, or mar-tech)
- Prior Technical Field Experience (Highly Preferred): Previous experience as a Technical Account Manager (TAM), Sales Engineer (SE), Solutions Consultant, or similar client-facing technical role
- Exceptional executive presence and communication skills, with the ability to articulate complex technical and business value to C-suite stakeholders
- A strategic, analytical mindset with the ability to translate high-level vision into tactical, measurable plans for the team
- Demonstrated ability to thrive in a fast-paced, high-growth, and constantly evolving technology environment
What the job involves
- We are seeking an exceptional AVP of Customer Success to lead and scale our North America Enterprise Customer Success Management organization. This is a critical leadership role responsible for driving customer adoption, retention, and expansion across our most strategic accounts by ensuring our customers realize business value from the Amplitude platform
- This AVP of Customer Success will have direct ownership over the post-sale customer lifecycle for the region, including onboarding, adoption, value realization and growth
- Define and execute the vision and strategy for the North America Customer Success Management organization, driving operational excellence across all post-sale motions
- Own key performance indicators (KPIs) for the region, including gross retention and net revenue retention (NRR)
- Collaborate with Sales, Professional Services, Product and Marketing to ensure a seamless, end-to-end customer journey and champion the voice of the customer internally
- Ensure Amplitude successfully delivers quantifiable value for our customers through onboarding, renewal and growth
- Act as an Executive Sponsor for Amplitude’s most strategic and complex enterprise accounts in North America, leveraging your deep technical expertise to drive successful outcome and unblock accounts
- Handle high-level customer escalations, providing a deep technical and business perspective to drive swift and satisfactory resolutions
- Lead, mentor, and scale a team of Customer Success Managers fostering a high-performance, customer-centric, and technically proficient culture
- Develop and implement best-in-class playbooks for value realization, adoption, and risk mitigation across the entire customer portfolio
Our take
Amplitude provides product analytics to help companies understand user behaviour. Product, marketing, and growth teams use Amplitude to discover and share insights about user engagement, retention, and revenue.
Amplitude’s user flows reveal which actions are the most commonly taken after users sign up, and which usually precede purchases made in-app, creating paths through the app. The behaviour of individual app users can be viewed with unlimited real-time activity feeds and user timelines.
Thousands of companies use Amplitude analytics, including Microsoft, Under Armour, Intuit, Twitter, Bonobos, Peloton, and many more. In 2024, a securities fraud case was filed against Amplitude due to an IPO and stock share rise that was alleged to be artificially inflated before their downturn in 2022. The case has since been resolved, and Amplitude continues to release new products and operate at full capacity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$150m
LATE VC
May 2020
$50m
SERIES E
Total funding: $336.2m
Company benefits
- We offer a generous 12-week parental leave for fathers/partners and 18-20 weeks for new birthing parents. This leave policy also provides flexible scheduling so you can spend time with your family and bond with your little one. Specific leave policy will vary by country
- We believe it’s important to unplug from work to reset and recharge. We offer flexible vacation time and unlimited PTO — and we encourage you to use it!
- We provide a monthly stipend for the wellness activity of your choosing, from gym memberships and fitness classes to acupuncture and massages
- Equity is an important component of compensation, but it should benefit you (not just the company). In addition to offering competitive RSU grants that vest quarterly over three years, our Employee Stock Purchase Plan gives employees the option to buy below market price
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Spenser Skates
(Co-Founder & CEO)Previously worked as an Algorithmic Trader, Researcher at DRW Trading Group. They co-found Sonalight but are no longer working at the company.
Curtis Liu
(Co-Founder & CTO)Previously worked as a Teaching Assistant at MIT and as a Software Engineer at Google. They co-found Sonalight but are no longer working at the company.
Jeffrey Wang
(Co-Founder & Chief Architect)They studied computer science at university. They have extensive experience in software engineering prior to co-founding Amplitude.
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