Renewal Success Specialist (Customer Success Manager)
About the position Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, Square, and Under Armour—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2’s Fall 2025 Report, Amplitude is the best-in-class solution for product, data, and marketing teams. Learn more at amplitude.com. As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do. 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. Are you passionate about reducing churn, driving product adoption, and delivering customer value at scale? As a Renewals Success Specialist on the Velocity team, you will play a pivotal role in safeguarding and growing our customer base by proactively identifying risk, driving meaningful platform adoption, and executing retention strategies across a scaled book of business. This role sits within the Revenue Org to ensure consistent, dedicated resourcing for Amplitude's Velocity segment. This is a blend of scaled Customer Success, lightweight project management, and light-touch technical consulting. You'll support customers paying $30k+ ARR in AMER, managing roughly 30 active customer engagements per quarter using data-driven insights, digital engagement, and 1:many programs — with 1:1 outreach where it matters most. If you're excited about combining customer strategy, technical acumen, and automation to make a measurable impact on retention, this role offers a dynamic and meaningful opportunity.
Responsibilities
- Become an expert in Amplitude’s products, understanding their technical nuances and best practices to guide customers to the right solutions
- Analyze customer health data & usage patterns using Amplitude to identify churn risks and growth opportunities, and trigger automated or manual interventions
- Serve as First Response Advocate for at-risk customers: engage directly, advocate internally, and build documented mitigation plans aligned with the Account Owner
- Act as a lightweight Project Manager for Velocity implementations, particularly those delivered via partners; Attend partner kickoff meetings to align on customer goals, scope, and timelines
- Support the AE in running light Executive Business Reviews for accounts paying $100k+
Requirements
- Previous experience, 3+ years in Customer Success within a B2B SaaS organization
- Experience managing a large customer portfolio while collaborating with multiple internal teams
- Strong work ethic, customer-first mindset, and willingness to go the extra mile
Nice-to-haves
- Previous experience with Claude & Salesforce is a huge plus, along with strong analytics skills
- Technical aptitude (i.e. the ability to learn and explain technical products and concepts) and business acumen (i.e. an understanding for revenue and growth drivers for organizations)
- Highly organized with strong time management skills: you can effectively prioritize and support a high volume of customers
- Collaboration mindset, both internally and externally
- 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 thrive in fast-moving, ambiguous environments
- Candidates who are tech-savvy and comfortable with using AI would thrive in this role
Benefits
- Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans
- Flexible time off, paid holidays, and more
- Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more
- Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support
- Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
- Employee Stock Purchase Program (ESPP)
- We give every Ampliteer a charitable giving grant and paid volunteer time off.
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