Customer Data & Insights Director- SF or NY

As Customer Success Systems leader, you will translate big-picture strategy into a plan of action and hands-on execution. You’ll begin by leading and driving our Customer Success Platform implementation, supporting our CS Management organization with customer insights and customer health metrics, data-driven triggers and playbooks to mitigate risk and maximize opportunity, and a clear, systematic engagement cadence. You’ll work cross-functionally with senior leaders in CS, CSM business partners, Enablement, Business Systems, Value Engineering, Sales Operations and more.

To be successful in this role, you’ll bring a systems and solutions-oriented mentality, and thrive thinking about both big-picture return on investment as well as nitty-gritty mechanics through systems applications, integrations, and the like. The ideal candidate will take a customer and team-in approach, ensuring that the solutions they build and deploy will have user benefits with low friction and high value to drive long-term adoption and retention of tools, playbooks and more.

You will make our teams’ lives easier and more efficient in driving customer value. Your efforts in building, experimenting and innovating with our systems applications will directly show up in Retention, Growth and Productivity performance. Because of this, we are looking for someone who is data-informed and business-problem oriented.

Our CS team is a growth lever for our customers and for Amplitude. Spanning across Customer Success Management, Professional Services, Education and Support, this individual will begin with a focus on the CSM role, and have the opportunity to expand to other functions and applications over time. Your work will guide our Customer Journey and how we increase value for Amplitude users present and future. As part of the GTM Strategy & Operations team, your role is to help us harness the opportunity of data and systems/automation - accelerating time to insight and bending the curve on growth by building systems solutions.

• Implement, launch and optimize our CS Platform
• Develop and launch a clear view of Customer Health for CSMs, with interlock across GTM teams
• Partner with Strategy & Ops, Data & Enablement partners to deploy, experiment, measure and scale intervention playbooks, customer journey engagement guidelines and standard methodologies
• Identify, recommend and action opportunities for efficiency in our CS and GTM motions, solvable by systems; Get hands-on to develop and implement solutions.
• Partner with Business Systems, Tech & Ops and Product teams to develop a low-friction, high-velocity tech stack that helps our teams accelerate growth
• Build expertise in the CS tech stack and expand ownership of tooling solutions over time: Examples include - MavenLink (PSA), Zendesk (Support), Skilljar (Education)

• Systems and solutions-oriented thinking
• Experience translating vision & strategy into systems solutions, and delivering results against them
• Familiarity with SaaS business metrics and a data-informed mentality
• Effective communicator across technical and non-technical teams and levels, up to C-Suite
• Experience owning, deploying and optimizing systems and automation technologies
• Familiarity with SFDC

• Have analytics or experience
• Are PMP certified or have Program Management experience
• Have experience working in Customer Success
• Are SFDC or Gainsight certified
• Have hands-on experience with tooling for Support, Education and Services