Senior Customer Success Manager

About The Role & TeamAmplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data-driven decisions that fuel faster product innovation and growth. 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.To learn more about our team, check out our [ Link removed ] on Customer Success at AmplitudeAs a Senior Success Manager, you are responsible for making sure that our customers are successful in achieving their product goals. As a dedicated resource on a portfolio of both strategic & corporate accounts, you will lead the process for understanding the most important business challenges of the product executives you partner with. You’ll then plan and execute on a roadmap to help solve these challenges and get our customers to their desired outcomes. For e.g., company X bought Amplitude to improve their retention by Y% over the next 12 months. It’s your job to ensure that customers are able to do that leveraging Amplitude over the course of the partnership.You’ll do that in two different ways --1) Strategic Project Manager -- You are responsible for enabling the product analytics ecosystem that allows our customers to achieve their target product outcomes. That requires a deep understanding of most pressing business problems, and being able to project manage the customer journey leveraging internal, and external resources to ensure that our customers hit those outcomes. You’ll also work closely with Account Managers 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.You'll be a great addition to the team if you have: 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 Demonstrated ability to navigate complex enterprises and build 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 Language skills in Bahasa Indonesia would be an advantage but not a requirementWho We AreThe 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 & life insurance, we offer flexible time off, a monthly wellness, transport and mobile stipend, a 12-week parental leave, a subscription to Modern Health, and a generous Learning & Development stipend.The Product: Amplitude is a digital optimization system - 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: Amplitude is a tech company to bet your career on in 2021, according to [ Link removed ]. Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL. Amplitude is the [ Link removed ] according to G2. Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures,, Y Combinator and other top tier investors. Not only are tech leaders like PayPal, Shopify and Sq