Director, Customer Success, West

About The Role & Team

Amplitude’s mission is to help companies build better products.  By building best-in-class teams, we create best-in-class products that customers love.  We approach challenges with humility, we take ownership over our work, and our growth mindset pushes us to constantly improve ourselves, each other, and the value we bring to customers.

The Customer Success team is responsible for driving adoption and long-term value realization for Amplitude’s customers through structured programs as well as ad-hoc engagement to provide product expertise and best practices. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience through their lifecycle as an Amplitude customer. 

As Director, Customer Success (West), you will own a key portion of our business in North America and lead a diverse and talented team of CSMs. You will report to the VP, Global Customer Success and will own the overall adoption, value realization, and success planning for customers owned by our West CSMs. 

As Director, Customer Success (West) you will:

• Lead and directly manage Customer Success Managers (CSMs), including recruiting/hiring, development, and performance management
• Be a key member of the Customer Success leadership team & the voice for Customer Success Management at Amplitude
• Own success metrics in the America West region, specifically NRR and associated leading indicators of success
• Partner with regional sales counterpart to drive retention and expansion within your market
• Build relationships with key customer stakeholders to strengthen the Amplitude partnership
• Master Amplitude’s value proposition and use cases to become a trusted advisor to our customers
• Work with cross-functional leaders (Product, Professional Services, Marketing, Operations etc) to drive success for our customers
• Identify customer trends, successes, and challenges to leadership and present a point of view on how to standardize and innovate how we deliver success and services

You'll be a great addition to the team if you have:

• 6+ years of Customer Success, Services or Consulting experience, preferably within Enterprise SaaS
• 5+ years of direct management experience and a track record of achieving results and building high-performing teams
• A deep understanding of the customer journey and what success means in Enterprise SaaS
• A customer-focused mindset and passion for our customers’ success with the ability to balance the needs of the customer with those of the business
• A proven track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a high-growth company, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• A background in Analytics or data-centric technologies (CDP, data integration etc.)

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. 

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

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 ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ ​​​​​​​​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), 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)​

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 provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.