Senior Director, Customer Success

Job not on LinkedIn

5 hours ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $258k - $431k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Amplitude

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SaaS • AI • B2B

Amplitude is a leading analytics and insights platform that provides businesses with a comprehensive understanding of the entire customer journey. With products like Product Analytics, Web Analytics, and Session Replay, Amplitude offers deep behavioral analytics and AI tools to help organizations visualize user sessions, optimize product experiences, and drive business growth. The platform is designed to unify customer data across teams, enabling improved data quality and governance through its Customer Data Platform. Amplitude is particularly focused on facilitating growth, active user engagement, and monetization for a range of industries including financial services, eCommerce, media, and healthcare.

501 - 1000 employees

Founded 2012

☁️ SaaS

🤝 B2B

📋 Description

• 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 outcomes 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Excellent ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ and ​​​​​​​​Vision on select plans • Flexible time off, ​p​aid 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)​