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

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.

Senior Customer Success Manager

Key skills