Senior Director, Customer Success at AMPLITUDE ANALYTICS PTE LTD

, , United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

431000.0

Posted On

06 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Leadership, SaaS, Technical Acumen, Communication Skills, Analytical Mindset, Team Management, Value Realization, Operational Excellence, Customer Journey, Problem Solving, Growth Mindset, Technical Account Management, Sales Engineering, Professional Services

Industry

Software Development

Description

Amplitude is the leading Amplitude is the leading digital analytics platform, helping over 4,300 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories by G2, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com. As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do. Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive. About Amplitude Amplitude is the pioneer of Digital Analytics, helping companies understand user behavior and build products people love. We are a data-driven, customer-focused organization committed to empowering our clients to achieve their digital growth goals. Join us in our mission to help the world build better products! The Opportunity 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. 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. What You'll Do: Key Responsibilities Strategic Leadership & Regional Ownership 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. Customer Lifecycle & Value Realization 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. Team Management & Scaling 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. What You'll Bring: Required Experience & Qualifications Leadership & CS Experience 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) Technical & Domain Expertise 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. Skills & Competencies 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. 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. The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era. We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and wellbeing of our Ampliteers. Some of our benefit programs include: Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, and Vision on select plans Flexible time off, paid holidays, and more Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), learning and development (annual), commuter transit/parking (monthly), home office equipment (annual), and much more Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only) Employee Stock Purchase Program (ESPP) Other fun facts about Amplitude: G2: #1 product analytics solution and #3 best software product according to the 2022 G2 Best Software report. 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 role is eligible for equity, benefits and other forms of compensation. Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $258,000 - $387,000 total target cash (inclusive of bonus or commission) Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City. New York City salary range: $287,000 - $431,000 total target cash (inclusive of bonus or commission) Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $287,000 - $431,000 total target cash (inclusive of bonus or commission) Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $258,000 - $387,000 total target cash (inclusive of bonus or commission) Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $258,000 - $387,000 total target cash (inclusive of bonus or commission) Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan. By applying for this job, you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice. Staying Safe - Protect Yourself From Recruitment Fraud We are aware of individuals and entities fraudulently representing themselves as Amplitude recruiters and/or hiring managers. Amplitude will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Amplitude recruiting team will come from an @amplitude.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.

Responsibilities

Lead and scale the North America Enterprise Customer Success Management organization, focusing on customer adoption, retention, and expansion. Ensure customers realize business value from the Amplitude platform through effective onboarding and support.