Area Vice President, Americas Enterprise Customer Success

About The Role & Team

Amplitude is the pioneer in digital optimization software. More than 1,400 customers, including Atlassian, Instacart, NBCUniversal, Shopify, and Under Armour rely on Amplitude to power their digital products. Amplitude makes product data accessible to every member of an organization, empowering them to make data-driven decisions that fuel faster product innovation and 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 Customer Success team is responsible for driving adoption and long-term value realization for Amplitude’s customers through structured as well as ad-hoc engagement to ultimately sustain our industry-leading customer satisfaction scores and retention rates. 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 AVP for the Americas Enterprise Customer Success team, you will own the customer success strategy and execution for the Americas Enterprise business, and contribute significantly to global Enterprise customer success strategy. You will report to the Global VP of Customer Success and will be responsible for driving your teams to meet the overall adoption, impact, and success goals set by leadership for the Enterprise business.  

To learn more about our team, check out our blog post on Customer Success at Amplitude!

 As AVP, Americas Customer Success you will:

• Be responsible for AMS & LATAM Enterprise CS vision, strategy, goals, and implementation of each.
• Directly manage a team of regionally Customer Success leaders
• Enable your leaders to build and develop a strong and diverse team of customer-obsessed Success Managers
• Operationalize the Enterprise customer engagement process (systems, metrics, engagement cadence) to help the business scale well beyond $100M in ARR
• Leverage your team to deploy programs and playbook that strengthen Amplitude adoption within accounts
• Participate in strategic planning including segmentation, territory and capacity planning
• Build relationships with key customer stakeholders to strengthen the Amplitude partnership and value proposition
• Partner with International Customer Success counterparts to drive consistent best practices and operational excellence across regions
• Uphold Amplitude’s cultural values and operating principles
• Work with cross-functional leaders (Sales, Product, Professional Services, Marketing, Operations, Platform Support, etc) to drive success for our customers through key interlocks & Customer feedback loops
• Identify regional customer trends, successes, and challenges to the customer success leadership team and present a point of view on how to innovate how we deliver success and services
• Identify risk themes to reduce churn events and increase renewal rates 
• Drive new business growth through greater advocacy and reference programs 

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

• 10+ years of Enterprise Customer Success, Services or Consulting experience
• 8+ 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
• Ability to conceptualize, launch & operationalize processes to manage customer risk and growth
• Strong leadership, management, communication (verbal, written, and communication), business development, and interpersonal skills
• 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
• The ability to motivate and inspire others through storytelling
• Ability to excel in a high-growth company that requires rapid iteration and constant evolution to support our ambitions
• Experience in product analytics, marketing analytics or data platforms a plus
• Align with Sales on expansion opportunities and focus on selling with a focus on retention

 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: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, a subscription to Modern Health, and a generous Learning & Development stipend. 

The Product: Amplitude is a digital optimization system – we help companies understand their users, rapidly release better product experiences, and ultimately grow their business. We’re super proud of what we’ve built and continue to expand: a platform that empowers  companies to thrive in the digital era. 

 Other fun facts about Amplitude: 

• Amplitude is a tech company to bet your career on in 2021, according to Business Insider.
• Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL. 
• Amplitude is the #1 product analytics solution according to G2.
• Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures,, Y Combinator and other top tier investors.
• Not only are tech leaders like PayPal, Shopify and Square using Amplitude, but so are some of the biggest, most enduring companies in the world like Walmart and NBC Universal.
• We’re a global and fast-growing team! We’ve hired more than 300 people in 2021 and have operations in San Francisco (HQ), New York, Amsterdam, London, Paris and Singapore.
• 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.

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.

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