Customer Success Strategy & Operations Senior Manager- SF or NY

As Strategy & Ops Senior Manager, you will support and guide the strategy, execution and innovation of our 1:many functions - including Digital Customer Success, Support and Education. As a trusted advisor to business leaders, you will work alongside them to develop and set Annual Plans, performance metrics, manage the operational cadence and ensure we have the right insights at the right time to drive decisions, actions and outcomes.

We’re looking for someone who is able to translate big picture strategy into execution. You will lead through influence to create big impact and ground-breaking change, working alongside teammates in Product, Business Systems, central operations teams and more. You’ll develop, evaluate and scale programs to drive impact to customer usage, retention, growth - and ultimately revenue and productivity gains. This is a great opportunity for an entrepreneurial leader and innovator to guide building customer experience and outcomes for Amplitude users present and future.

Our Customer Success team is a growth lever for our customers and for Amplitude. Our Support, Digital CS and Education teams are focused on accelerating customer value and reach with low friction, high velocity offerings.

As part of the GTM Strategy & Operations team, you'll leverage data, best practices and systems/automation to accelerate time to insight and customer growth.

Responsibilities include:

• Guide and set annual strategy plans, investments & expected outcomes
• Guide, set and support plans for headcount, budget and expenses
• Build and lead the operating cadence, including performance metrics dashboards, reviews and QBRs
• Serve as a strategic advisor to your business partners, proactively evaluating and providing insight to what’s working and what’s not - scaling successes and sunsetting failures
• Lead with curiosity to proactively offer recommendations for improvement, optimization and innovation
• Use data to drive clear decisioning, impact evaluation and measurement
• Partner cross-functionally with GTM, Product and Operations teams to drive results

Skills required:

• Proven results driving decisions and investments through a data-informed approach
• Experience working with senior leaders, including up to the C-suite
• Understanding of SaaS business economics and Customer Success metrics
• Data, systems and solutions-oriented thinking; Proven experience driving innovation through technology
• Highly skilled collaborator and communicator with proven experience working across teams, functions and levels to get things done
• Innovator and entrepreneur mentality; Confident with both big-picture and creative thinking as well as with prioritized, focused execution
• Experience working alongside and supporting business leaders in a Strategy & Ops and/or Chief of Staff function

A plus if you:

• Have a hands-on background with Education, Self-service, Support and Digital CS / “Tech Touch” functions
• Have experience with CS tooling i.e. Zendesk, Intercom and Skilljar
• Have experience with Amplitude, Looker, Tableau or Snowflake
• Have an analytics and/or consulting background