About Amplitude
Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, Square, Under Armour, and others—build better products and digital experiences. Ranked #1 across multiple categories in G2’s Winter 2026 Report, Amplitude is the best‑in‑class solution for product, data, and marketing teams. Learn more at amplitude.com.
Position Overview
The Senior Technical Success Manager – Majors (Enterprise) owns customer deployment, adoption, and value realization across Amplitude’s digital analytics platform. This role brings strong product knowledge and fluency in the customer technical ecosystem and is outcome‑driven from presales through implementation, adoption, renewal, and expansion.
Key Responsibilities
* Own customer deployment, adoption, and outcomes for a portfolio of 20–30 accounts, from presales through renewal.
* Lead deployment planning and implementation across your book, including scoping, deployment plan creation, kickoff meetings, use‑case alignment, coordination of delivery teams, and project reporting.
* Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes.
* Monitor portfolio health through AI‑augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement.
* Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth.
* Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal.
* Build and deliver executive business reviews that connect Amplitude usage to measurable business impact, turning adoption into a renewal and expansion story.
* Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book.
* Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how Amplitude builds and delivers.
* Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale.
Critical Skills
* Business Acumen: Understand each customer’s business model, growth levers, and priorities; build a path to value that connects Amplitude’s platform to the outcomes that matter most.
* Technical Fluency: Comfortable with Amplitude data architecture, instrumentation methods, taxonomy design, and AI agent workflows; able to unlock use cases and guide delivery teams.
* Delivery Excellence: Drive deployment and implementation quality across a full book of business; manage timelines, coordinate internal and partner teams, and ensure timely progress through milestones.
* Ownership of Outcomes Across Portfolio: Responsible for retention and focused prioritization of the accounts that drive the most impact; accountable for connecting customer outcomes to commercial value.
* Prescriptive Customer Guidance: Set the standard for best practices at each stage of the journey; push back on bad implementation patterns and hold customers accountable to success criteria.
* Diagnostic Thinking: Proactively recognize adoption gaps and technical blockers early and drive creative solutions that get customers back on track.
* Curiosity & Self‑Sufficiency: Run toward ambiguity and figure things out independently; explore edge cases and bring a point of view to conversations.
* AI Innovation: Embed AI in day‑to‑day workflow to improve efficiency and outcomes; experiment, iterate, and share best practices.
Required Qualifications
* 5+ years of experience in Customer Success, Technical Account Management, or a similar customer‑facing role in B2B SaaS.
* 2+ years of experience leading enterprise software deployments where change management and data governance were core priorities.
* 2+ years managing a portfolio of 20+ Majors/Enterprise accounts.
* Fluent English is required.
* Experience co‑owning renewals and contributing to expansion pipeline alongside a sales counterpart.
* Experience training or enabling non‑technical teams to become data‑sufficient.
* Excellent communication skills to influence stakeholders from data engineer to C‑level executive.
* Expert‑level project management skills and the ability to thrive independently in a fast‑paced environment.
Preferred Qualifications
* Prior experience with digital analytics, product analytics, or adjacent data/experimentation platforms.
* Background in consulting, solutions delivery, or implementation.
* Experience using Amplitude as a practitioner.
Legal Notice
As set forth in Amplitude’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Notice: This position requires fluent English. Candidates must speak fluent English.
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