Amplemarket

Senior Customer Success Manager

Amplemarket

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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

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.
Benefits
  • Nice work environment
  • Competitive Salary
  • Health Insurance
  • Stock Options
  • Annual Company Trip in a secret location
  • and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementSaaSdata analysisproject managementcustomer satisfaction metricsNPSretention ratesgrowth forecastingQBR preparation
Soft Skills
relationship-buildingcustomer-centric mindsetorganizational skillscommunication skillsanalytical skillscommercial acumencollaborationproblem-solvingadvocacyprocess improvement