Job Details

Enterprise Customer Success Manager

Company name
Institutional Venture Partners

Location
New York City, NY, United States

Employment Type
Full-Time

Industry
Customer Service, Manager, Retail

Posted on
Aug 12,2019

Valid Through
Nov 25,2019

Profile

As an Enterprise Success Manager for Named Accounts, you are responsible for making sure that our enterprise customers are being successful in achieving their product goals. You will lead the process for understanding the most important business challenges of the product executives you partner with and will plan and execute on a roadmap to help solve these challenges and get our customers to their desired outcomes. For e.g., company X bought Amplitude to improve their retention by Y% over the next 12 months, it’s your job to ensure that customers are able to do that leveraging Amplitude over the course of the partnership.

You’ll do that in two different ways --

1) Strategic Project Manager

-- You are responsible for enabling the product analytics ecosystem that allows our customers to achieve their target product outcomes. That requires a deep understanding of most pressing business problems, and being able to project manage the customer journey leveraging internal, and external resources to ensure that our customers hit those outcomes. You’ll also work closely with Account Managers to build growth strategies for your accounts and work with them through renewal and upsell conversations. Internally, you’ll work closely with the product, engineering, sales, and marketing teams to bring the customer voice into their key conversations.

2) Product Analytics Strategist

-- you will become a product analytics leader and you will teach your customers how to derive valuable insights from our highly technical product. Your responsibilities include leading the onboarding process, conducting hands-on trainings on the platform, answering ad hoc business/strategy questions, and sharing methodologies and insights from your wealth of knowledge. You’ll build strategic frameworks for the different user personas (analysts, PMs, managers, C-level execs, etc) who can get value from the data in the system. Internally, you will help our product team and engineers in driving the product roadmap as you will advocate for your customers and voice their needs in product meetings.

Requirements

At least 4 years of experience in a customer success/account management role with at least 2 years of experience working with large enterprise customers

Experience managing multiple business units of same customer

Demonstrated ability to navigate complex enterprises and build new relationships

Demonstrated ability to learn and explain a technical product or concept

Proven experience in successfully coordinating internally across many different teams

An aura of integrity, professionalism, and a willingness to assist

About Amplitude

At Amplitude, we’re on a mission to help product teams understand their users’ behavior so that they can build better products. We’ve built a product intelligence platform that enables anyone, regardless of analytics experience, to listen to what their users are telling them through user behavior.

Founded in 2012, Amplitude is HQ’d in San Francisco with other offices in New York, Austin, London, Paris, Amsterdam, and Singapore. We recently raised an $80M Series D

and are backed by Sequoia Capital, IVP, Battery Ventures, Benchmark Capital, and Y Combinator. You can learn more about our team, culture, and environment at https://amplitude.com/careers

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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We don’t just know growth; we drive hyper growth. We work hard to help our portfolio companies grow in the double or triple digits year over year. It takes a certain acumen and skill set to navigate the challenges that come with a rapidly growing company, and IVP has the experience to guide our portfolio companies through this crucial stage of development.

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