Senior Customer Success Manager

The Customer Success Manager at Ampla is responsible for developing strategic relationships with customers, driving customer adoption of new products and features, and maximizing account revenue through cross-sell and upsell opportunities. They will act as the key point of contact for some of the fastest-growing, most innovative brands in the consumer goods industry, working closely with customers' founders and C-suite as well as internal teams. The Customer Success Manager will also collect and share customer feedback to improve product offerings, deliver key insights to the Credit & Portfolio Management team, and analyze financial reports.

• Develop strategic relationships with decision makers to help define expected outcomes and ensure a solid understanding of customer goals
• Utilize internal data to provide customers with relevant industry insights to help them stay ahead of the curve in their respective industries
• Help drive customer adoption of new products and features
• Collect, document, and share customer feedback with Product team members to consistently improve our product offerings
• Work closely with sales to identify and close new upsell opportunities
• Lead success planning calls and quarterly business reviews with key external stakeholders
• Deliver key insights to Ampla’s Credit & Portfolio Management team to help them understand customer goals to better assess risk
• Analyze financial reports including balance sheets and profit & loss statements

• 6+ years experience in a customer success or operations role; preferably at a SaaS, financial or consumer goods company
• Excellent written and verbal communication skills with the ability to tailor communication to multiple audiences
• Ability to develop strategic relationships with decision makers and understand customer goals
• Utilization of internal data to provide customers with relevant industry insights
• Ability to drive customer adoption of new products and features
• Collection, documentation, and sharing of customer feedback with Product team members
• Identification and closure of new upsell opportunities in collaboration with sales
• Conducting success planning calls and quarterly business reviews with key external stakeholders
• Analysis of financial reports including balance sheets and profit & loss statements

• Anticipated base salary range of $125,000-$140,000 with potential for variable performance-based bonuses
• 100% employer paid premiums for employee's medical/dental/vision and 50% for dependents
• Paid parental leave
• Flexible PTO policy
• 401(k)
• Equity packages
• Equal Opportunity Employer, does not discriminate based on personal characteristics protected by law