Senior Customer Success Manager

Amplemarket

2d•Remote

About The Position

Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore. In today's environment, sales teams need to have a tremendous amount of information about their prospects to decide when is the best moment and channel to reach out in the most relevant way. You can't do this with 5 different data/sales enablement point solutions that don't share the same data schema and barely communicate with each other. Amplemarket is the all-in-one compound solution that enables this. Our AI-powered sales platform helps B2B companies generate more opportunities thanks to our advanced lead generation engine, hyper-personalized sequencing, omnichannel outreach, and AI-powered smart actions. We are backed by Y Combinator, and we are powering the sales teams at some of the fastest-growing companies in the world like Deel, Moveworks, H1 and Vanta. We are looking for an experienced, motivated, and passionate Customer Success Manager to join our Customer Team at Amplemarket. At Amplemarket, we are on a mission to set the highest standards in customer experience. We believe exceptional customer experience not only drives growth and retention, but also turns customers into enthusiastic champions and advocates of our platform. As a Customer Success Manager, you will be the trusted advisor to our customers, ensuring they achieve their desired outcomes through the use of Amplemarket. You will be responsible for building strong, long-term relationships, identifying opportunities for expansion, and proactively addressing challenges to ensure customer satisfaction and success.

Requirements

3+ years of experience in customer success, account management, or a similar customer-facing role, preferably in a SaaS environment
A customer-centric mindset with a passion for delivering exceptional experiences and driving positive outcomes
Exceptional relationship-building skills, capable of engaging with a range of stakeholders, from end-users to executive sponsors
A proven track record in managing complex customer relationships, achieving renewals, driving expansions, and building customer advocacy
Strong organizational skills with the ability to manage and report on multiple accounts efficiently in a fast-paced environment
Excellent written and verbal communication skills—you will be the primary point of contact for your accounts and must communicate clearly and effectively
Analytical skills—you’ll forecast potential ARR changes and prepare data-driven QBRs for your customers
Solid project management experience to ensure smooth customer onboarding and ongoing success
Commercial acumen with the ability to identify, nurture, and close growth opportunities within your book of business
Ability to thrive in a remote-first environment and collaborate effectively with multiple internal teams

Nice To Haves

Previous experience in sales
Previous experience in marketing (Growth/Performance)
Experience working in a high-growth startup environment
Familiarity with remote-first work practices
Knowledge of the outbound sales industry, trends and solutions in the market

Responsibilities

Own and manage a portfolio of customer accounts, fostering strong business relationships with external stakeholders at all levels
Act as a trusted advisor, guiding customers through their entire journey with Amplemarket, from onboarding to renewal, helping them achieve their business goals
Lead the onboarding process for new customers, ensuring a seamless transition from sales to customer success, including live product training sessions
Track and report on key metrics, including customer satisfaction, NPS, retention rates, growth, and more
Identify expansion opportunities and manage upsell initiatives
Proactively monitor account health to identify risks early and be proactive at mitigating churn
Be the voice of the customer within Amplemarket, advocating for product improvements and new features by collaborating with product, engineering, sales, and marketing teams
Contribute to process improvements by helping to define and refine customer success workflows and best practices