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Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 3,800 customers, including Atlassian, NBCUniversal, Under Armour, Shopify, and Jersey Mike’s, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Amplitude is the best-in-class analytics solution for product, data, and marketing teams, ranked #1 in multiple categories in G2’s Winter 2024 Report. Learn how to optimize your digital products and business at amplitude.com.
As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.
Amplitude’s Commitment to Diversity Equity & Inclusion (DEI): Amplitude believes that diversity enables the creation of better products, improves the ability to solve complex problems, and drives more powerful solutions. We strive to create an environment of inclusion—one focused on psychological safety, empathy, and human connection—that will allow employees of all backgrounds to thrive.
About the Role & Team
Are you passionate about proactively reducing churn, improving customer health, and driving retention? As a Renewal Success Specialist, you will play a critical role in analyzing customer health signals, collaborating with internal go to market teams, and implementing preemptive measures to enhance retention and improve our renewal base. This role is equally internal facing and customer facing. This role is part of our Renewals team and focuses on managing our sub $100K book of business, ensuring customers stay engaged and see long-term value in our solutions.
You thrive in a fast-paced, dynamic environment, where you wear many hats and leverage your strong organizational, analytical, and problem-solving skills to drive customer retention. If you love working with customers, identifying risks before they become churn threats, and driving proactive solutions, this role is for you!
What You’ll Do
As a Renewal Success Specialist, you will:
- Analyze customer health data to identify churn risks in the sub $100K book of business
- Categorise the risk type and brainstorm with Velocity AEs, Renewal Managers and select Emerging Enterprise CSMs to define the best course of action with their customers
- Collaborate with the same stakeholders for regular triage on unhealthy accounts - review & discuss health data during biweekly syncs
- In many circumstances, you will act as the First-Response Advocate – engage directly with at-risk customers to understand their challenges, serve as their internal advocate, and drive effective risk mitigation plans in consultation with your key stakeholders - Velocity AEs, Renewal Managers and Emerging Ent CSMs
- Monitor intervention effectiveness and provide structured feedback to internal teams on customer retention
- Work cross-functionally with internal and external stakeholders to align on objectives, foster collaboration, and drive adoption
What Makes You a Great Fit:
- Previous experience with Gainsight & Salesforce is a huge plus, along with strong analytics skills
- Strong organization, time management, and prioritization skills – you're able to manage a high volume of customers effectively
- Collaboration mindset – you thrive in cross-functional teams and enjoy working with multiple stakeholders
- Curiosity & motivation to learn – you’re eager to understand our product inside and out so you can effectively communicate its value
- Problem-solving mentality – you approach challenges with a positive attitude and embrace change in a fast-growing environment
- Candidates who are tech-savvy and comfortable with utilizing digital tools and platforms would thrive in this role
At a minimum, you need to have:
- Previous experience, 2+ years in Customer Success within a SaaS organization
- Experience managing a large customer portfolio while collaborating with multiple internal teams
- Willingness to go the extra mile with a strong work ethic and a customer centric mindset
By applying for this job, you acknowledge that Amplitude processes your personal data in accordance with the Amplitude Applicant Privacy Notice.
Staying Safe - Protect Yourself From Recruitment Fraud
We are aware of individuals and entities fraudulently representing themselves as Amplitude recruiters and/or hiring managers. Amplitude will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Amplitude recruiting team will come from an @amplitude.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.
