Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. Almost 2,000 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 also 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
The Customer Success team is responsible for building relationships with and driving long-term value realization for Amplitude’s customers.
As a Customer Success Programs Manager, you will build and manage a variety of programs to drive customer value using Amplitude within the long tail of our customer base. The programs developed will engage customers at scale using automated, repeatable and one-to-many strategies. Examples of customer programs include: adoption nurture campaigns, digital events and customer office hours. You will develop innovative communication strategies and have an appetite for experimenting with different tools and approaches. By driving customer value, your role will improve customer retention and adoption. You are an independent contributor that brings strong organization, problem-solving, and communication skills along with curiosity and enjoyment of experimentation.
Responsibilities will include:
- Own the roadmap for customer programs that engage Amplitude customers at scale and drive value using repeatable, automated, multi-touch and one-to-many strategies
- Own the ideation to execution process for key customer-facing programs. This includes program scoping, designing, building, launching, measuring, reporting and iterating on campaigns and programs.
- Use your deep understanding of the adoption challenges encountered by customers within your segment to inform all aspects of the programs you build
- Take a data driven approach to program development and a data driven mindset to measuring results of the programs you build
- Collaborate cross-functionally to ensure the 1:many customer programs work synergistically with other customer touch-points from other Amplitude teams like Education, Product, Growth and Marketing
- Create automated and innovative adoption nurture campaigns that drive the right messages to the right customers at the right time across customer journey
- Partner with Education team to drive the adoption of our learning platform within this segment of customers and drive creative approaches to training and live engagements
- Responsible for internal enablement and change management related to programs
You’ll be a great addition to the team if you have:
- Experience in customer success or growth marketing; establishing, facilitating, and supporting 1:many customer programs focused on driving adoption and retention
- Think strategically about how to optimize for your segment and operationalize for efficiency
- Experience using Gainstight, Intercom or other tools that manage customer communications at scale
- Excellent organization skills and a tenacious, results oriented approach
- An empathetic and customer-centric approach to engagement
- Curiosity and a motivation to learn our product so that you can effectively identify opportunities to drive adoption at scale
- Excellent communication skills (presentation, verbal, and written)
- Expertise in use of various content types and engagement methods, such as video, in-product chat, in-product guidance, email, and webinar to execute digital programs
The Product: Amplitude is a digital analytics platform – 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:
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G2: #1 product analytics solution and #3 best software product
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Business Insider: A top tech company to bet your career on
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Fast Company: #3 most innovative enterprise company in the world
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Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL.
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Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
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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.
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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.
This role is eligible for equity, benefits and other forms of compensation.
Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $110,000 - $164,000 base salary (inclusive of guaranteed bonus) OR (inclusive of commission)
Based on legislation in New York City, the following details are for individuals will work for Amplitude in New York City. New York City salary range: $122,000 - $182,000 base salary (inclusive of guaranteed bonus) OR (inclusive of commission)
Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $122,000 - $182,000 base salary (inclusive of guaranteed bonus) OR (inclusive of commission)
Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $122,000 - $182,000 base salary (inclusive of guaranteed bonus) OR (inclusive of commission)
Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $110,000 - $164,000 base salary (inclusive of guaranteed bonus) OR (inclusive of commission)
Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.
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