Senior Technical Success Manager – Strategic

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage customer deployment, adoption, and results for a portfolio of 10 accounts, from presales through to renewal.

• Oversee deployment planning and execution within your portfolio, including scoping, creating deployment plans, conducting kickoff meetings, aligning use cases, coordinating delivery (e.g., managing both internal and partner teams), and reporting on project status.

• Identify and manage risks and issues during active deployments, ensuring resolutions are achieved before they affect timelines or results.

• Assess portfolio health using AI-driven signals, engaging proactively to enhance adoption, facilitate renewals, and strengthen stakeholder relationships.

• Promote product adoption by leading live working sessions, discovering new use cases to increase value over time, and demonstrating new platform capabilities with insights on how they support customer growth.

• Create and maintain success plans aligned with customer objectives, monitoring milestones and risks from onboarding to renewal.

• Prepare and present executive business reviews that link Amplitude usage to quantifiable business impacts, transforming adoption into a renewal and expansion narrative.

• Collaborate with Account Executives on renewals and expansions, crafting the value story, coaching champions, and pinpointing growth opportunities within your portfolio.

• Act as the customer's advocate internally, relaying product feedback, market demands, and customer priorities to influence how Amplitude develops and delivers its offerings.

• Continuously enhance operational efficiency: establish repeatable playbooks, disseminate best practices across the team, and explore innovative methods to drive customer success at scale.

⛳️ Requirements

• A minimum of 7 years of experience in Customer Success, Technical Account Management, or a related customer-facing role in B2B SaaS.

• At least 3 years of experience specifically managing enterprise software deployments where change management and foundational data governance were key focuses.

• Over 2 years of experience managing a portfolio of 8-10 Strategic accounts.

• Proven experience co-managing renewals and contributing to the expansion pipeline alongside a sales partner.

• Background in training or enabling non-technical teams to become data-literate.

• Exceptional communication skills to influence a diverse audience, ranging from data engineers to C-level executives.

• Advanced project management skills and the capability to excel in a fast-paced and independent environment.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision insurance plans, with 100% of premiums for employee Medical, Dental, and Vision covered by the employer on select plans.

• Flexible time off, paid holidays, and additional perks.

• Fidelity 401(K) plan.

• Generous stipends for various needs, including wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and more.

• Excellent parental benefits, including 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, and Back-up Child Care support.

• Mental health and wellness benefits, including complimentary employee access to Modern Health coaching and therapy sessions, as well as a high-quality physician office experience through One Medical membership (select U.S. locations only).

• Employee Stock Purchase Program (ESPP).