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Customer Success Manager, Emerging Enterprise

3 months ago

Atlanta, Georgia, United States AMPLITUDE Full time
Amplitude is a leading digital analytics platform that helps companies unlock the power of their products.

More than 2,300 customers, including Atlassian, Jersey Mike's, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey.

Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action.

When teams understand how people are using their products, they can deliver better product experiences that drive 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.


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 The Role & Team


As a Customer Success Manager, Emerging Enterprise for our east region, you are responsible for executing programs that will help our customers arrive at successful solution adoption and long-term value realization.

You will oversee a portfolio of Emerging Enterprise accounts in North America, primarily comprised of innovative digital-first brands interested in leveraging Amplitude to orchestrate better product experiences.

You will partner with your customers to understand their business challenges and develop a success strategy that will pave the way to improved customer outcomes.

You enjoy working in a fast-paced environment where you wear many hats.

You get equally excited by growing your book of business in partnership with sales as you do by helping a customer on their success journey.

You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.

As a Customer Success Manager, Emerging Enterprise - East, you will:

  • Maintain a one-to-many book of business, consisting of customers within our Emerging Enterprise segment
  • Collaborate with Account Executives to secure successful renewals and conduct growth strategies for your account portfolio
  • Regularly monitor your portfolio's account health, leveraging data signals to implement intervention playbooks and identify opportunities for upsell/cross-sell
  • Design and execute scalable success plans that accelerate solution adoption and provide the customer with a path to achieve their desired outcomes with Amplitude
  • Leverage your Amplitude product expertise along with customer use-case knowledge to promote solution adoption
  • Partner with our Professional Services team to ensure a successful onboarding process, answer ad-hoc business/strategy questions, and share methodologies and insights
  • Plan and deliver value-based business reviews with customer executives
  • Identify and cultivate relationships with client executives that include VPs, C-suite officers, founders and CEOs
You'll be a great addition to the team if you have:

  • 3+ years prior experience in a Customer Success / Account Management role
  • 1+ year working with Emerging Enterprise SaaS customers
  • Experience supporting customers in a scale or one-to-many environment
  • Proven ability to program-manage software adoption within Emerging Enterprise organizations: track record for helping companies accelerate product adoption, influence collaboration, and promote opportunities for growth
  • A customer-focused mentality, along with passion and curiosity for our customers' businesses and is needed to get to better business outcomes
  • Technical aptitude (i.e. the ability to learn and explain technical products and concepts) and business acumen (i.e. an understanding for revenue and growth drivers for enterprise organizations)
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.


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)

The Product:

Amplitude is the world's #1 product intelligence platform- we empower teams to use customer data to build great product experiences for growth.

We're super proud of what we've built and continue to build on:
a platform that enables companies to thrive.

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's D&I Commitment:

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.

Amplitude provides equal employment opportunities (EEO).

All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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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 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.