Director, Customer Success, West

The job overview for the Director, Customer Success (West) role at Amplitude is to lead and manage a team of Customer Success Managers (CSMs) in the America West region. The main responsibilities include driving adoption and value realization for customers, partnering with cross-functional teams, building relationships with key stakeholders, and identifying customer trends and challenges. The ideal candidate should have experience in Customer Success or Enterprise SaaS, strong management skills, a customer-focused mindset, and a background in analytics or data-centric technologies.

• 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

• 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.)

• Excellent Medical, Dental, and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
• Flexible time off, paid holidays, and more
• Generous stipends for wellness, learning and development, and commuter transit/parking
• 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)
• Equal employment opportunities (EEO)
• Eligible for equity, benefits, and other forms of compensation
• Colorado range: $191,000 - $286,000 total target cash (inclusive of bonus) for individuals working in Colorado
• New York City salary range: $212,000 - $319,000 total target cash (inclusive of bonus) for individuals working in New York City
• Salary range: $212,000 - $319,000 total target cash (inclusive of bonus) for individuals working in the San Francisco Bay Area of California
• Salary range: $191,000 - $286,000 total target cash (inclusive of bonus) for individuals working in California outside of the San Francisco Bay Area
• Salary range: $191,000 - $286,000 total target cash (inclusive of bonus) for individuals working in Washington state
• Unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans, and a company-sponsored 401(k) retirement plan for individuals working in Washington state only.