Senior Customer Success Manager

The Customer Success Manager at Ampla is responsible for developing strategic relationships with customers in the consumer goods industry. They will act as the key point of contact for these customers, working closely with founders and C-suite executives to maximize account revenue through cross-selling and upselling opportunities. The Customer Success Manager will also provide customers with industry insights, drive adoption of new products and features, and collect and share customer feedback to improve product offerings. Additionally, they will collaborate with sales to identify and close upsell opportunities and deliver key insights to the Credit & Portfolio Management team. The ideal candidate will have 6+ years of experience in customer success or operations, preferably in a SaaS, financial, or consumer goods company.

• 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
• Tenacious and resilient; constantly learning and looking for better ways to achieve outcomes
• Ability to develop strategic relationships with decision makers and understand customer goals
• Utilize internal data to provide customers with relevant industry insights
• Drive customer adoption of new products and features
• Collect, document, and share customer feedback with Product team
• Identify and close new upsell opportunities
• Lead success planning calls and quarterly business reviews with key external stakeholders
• Analyze 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