About The Role & Team
* This position will support customers primarily in India and Southeast Asia. The person must be located in Bangalore, India. *
The Customer Success team is responsible for building relationships with and driving long-term value realization for Amplitude’s customers. As a Senior Customer Success Manager for our APJ region, you are responsible for making sure that our customers are successful in achieving their product goals. As a dedicated resource on a portfolio of Enterprise customers in India and the APJ region, you will lead the process for understanding the most meaningful business challenges of the product executives you partner with. You will have the opportunity to work with both innovative digital-first brands and more traditional companies looking to embrace a data-driven future and have a significant impact on Amplitude’s Customer Success strategy.
You enjoy working in a fast-paced environment where you wear many hats. You get equally excited by growing your book of business in partnership with sales as you do by helping a customer on their success journey. You apply a growth mindset to learning new technical and job skills. You bring strong organization, problem-solving, and communication skills along with a passion for working with customers.
As a Customer Success Manager, you will:
- Partner with Account Executives to build growth strategies for your book of business and secure successful renewals and expansions
- Identify and develop relationships with client executives that include VPs, C-suite officers, founders and CEOs
- Plan and deliver value-based business reviews with customer executives
- Regularly monitor your portfolio’s account health to discover opportunities to help customers realize maximum value from Amplitude
- Develop customized success plans that accelerate solution adoption and provide the customer with a path to achieve their desired outcomes with Amplitude
- Project-manage the customer journey using internal and external resources as needed
- Partner with our Professional Services team to ensure a successful onboarding process, answer ad-hoc business/strategy questions, and share methodologies and insights
- Leverage your Amplitude product expertise along with customer use-case knowledge to derive valuable insights
You'll be a great addition to the team if you have:
- Proven ability to to lead change management and strategically program-manage software adoption within sophisticated Enterprise organizations: track record for helping companies accelerate product adoption, influence collaboration, and promote opportunities for growth
- A customer-focused mentality, a`long with passion and curiosity for our customers’ businesses and is needed to get to better business outcomes
- Strong technical aptitude with the ability to quickly learn and articulate complex products and concepts, combined with business acumen to understand revenue growth drivers within enterprise organizations
- Experience in fast-scaling SaaS environments where rapid growth and changing needs are frequent
- Familiarity with product analytics, data storytelling, and digital optimization
- Demonstrated ability to collaborate effectively with cross-functional teams such as Sales, Professional Services, and Support to deliver a seamless customer experience and drive product adoption
- Experience with leading EBRs (Executive Business Reviews) that are data-driven and outcome-focused
At a minimum, you need to have:
- 4+ years of prior experience in a Customer Success / Account Management role
- 2+ years working with Enterprise SaaS customers
- Experience handling approximately 20-30 customers with a book value of $6-8mm
- Willingness to meet regularly in person with local customers, travel to see customers in other cities at least once/month, and visit the APAC HQ in Singapore up to quarterly.
