Senior Technical Success Manager, Emerging Enterprise - West

The company is the leading AI analytics platform, helping over 5,200 customers—including Atlassian, Burger King, NBCUniversal, and Square—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 Winter 2026 Report, the company is the best-in-class solution for product, data, and marketing teams. Learn more at the company [link for members]

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.

***This hire must be based in the Pacific Standard Time (PST) or Mountain Standard Time (MST) Zone***

The company is the leading AI-first digital analytics platform that helped over 4,000 customers build better products and digital experiences. Our customer base includes Atlassian, Burger King, NBCUniversal, Square, and Under Armour. 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, the company is the best-in-class solution for product, data, and marketing teams. Learn more at the company [link for members]

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.

The Customer Success team is responsible for building relationships with and driving long-term value realization for the company's customers.

The Senior Technical Success Manager owns customer deployment, adoption, and value realization across the company's digital analytics platform. They bring strong product knowledge and fluency in customer technical ecosystems: data foundations, taxonomy, instrumentation patterns, and AI agent configuration. They are execution-first and outcome-driven from presales through implementation, adoption, renewal, and expansion.

As a Senior Technical Success Manager, Emerging Enterprise, you will

• Own customer deployment, adoption, and outcomes for a portfolio of 30-40 accounts, from presales through renewal

• Lead deployment planning and implementation across your book, e.g.: scoping, deployment plan creation, kickoff meetings, use case alignment, coordination of delivery (e.g. managing internal and partner teams), project reporting

• Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes

• Monitor portfolio health through AI-augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement

• Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth

• Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal

• Build and deliver executive business reviews that connect the company usage to measurable business impact, turning adoption into a renewal and expansion story

• Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book

• Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how the company builds and delivers

• Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale

Critical Skills Profile

• Business Acumen: Understands each customer's business model, growth levers, and priorities. Builds a path to value that connects the company's platform to the outcomes that matter most to the customer.

• Technical Fluency: Comfortable with the company data architecture, instrumentation methods, taxonomy design, and AI agent workflows. Able to unlock use cases and guide internal and partner delivery teams.

• Delivery Excellence: Drives deployment and implementation quality across a full book of business. Manages timelines, coordinates internal and partner delivery teams, and ensures every account progresses through milestones on time and to standard.

• Ownership of Outcomes Across Portfolio: Responsible for retention across your territory. Ruthlessly prioritizes time, resources, and attention to focus on the accounts and actions that drive the most impact. Accountable for ensuring customers achieve measurable business results from the company, and for connecting customer outcomes to commercial value.

• Prescriptive Customer Guidance: Sets the standard for what good looks like at each stage of the customer journey. Drives accountability across deployment and ongoing success. Pushes back on bad implementation patterns, guides customers toward proven approaches, and holds them accountable to their own defined success criteria.

• Diagnostic Thinking: Proactively recognizes adoption gaps and technical blockers early and drives creative solutions that get customers back on track.

• Curiosity and Self-Sufficiency: Defaults to figuring things out independently. Explores edge cases on your own, and comes to conversations with a point of view. This role requires someone who runs toward ambiguity.

• AI Innovation: Embeds AI in day-to-day workflow to improve efficiency and customer outcomes. Experiments, iterates, and shares best practices.

At a minimum, you need to have

• 5+ years of experience in Customer Success, Technical Account Management, or a similar customer-facing role in B2B SaaS

• 2+ years of experience specifically leading enterprise software deployments where change management and foundational data governance were core priorities.

• 2+ years managing a portfolio of 20+ mid-market or emerging enterprise accounts

• Experience co-owning renewals and contributing to expansion pipeline alongside a sales counterpart

• Experience training or enabling non-technical teams to become data-sufficient.

• Excellent communication skills to influence everyone from a data engineer to a C-level executive.

• Expert-level project management skills and the ability to thrive in an independent and fast-paced environment.

Nice to have

• Prior experience with digital analytics, product analytics, or adjacent data/experimentation platforms

• Background in consulting, solutions delivery, or implementation

• Experience using the company as a practitioner

We are committed to equal employment opportunity in both principle and as a matter of policy. We will recruit, hire, train, promote, compensate and provide benefits to all applicants and employees without regard to ancestry, sex, race, color, ethnicity, national origin, gender, age, religion, religious creed, mental and/or physical disability, medical condition, military and/or veteran’s status, genetic information, marital status, sexual orientation, gender identity and/or expression, or any other basis protected by applicable federal, state and local laws. This policy applies to all recruiting, hiring, promotions, upgrades, layoffs, compensation, benefits, terminations and all other privileges, terms and conditions of employment. The firm complies fully with all federal, state and local equal employment opportunity laws.

OUR VALUES

At the company, our values guide how we show up for one another and for our customers:

• Humility: We operate from a place of empathy and openness, seeking to understand many points of view.

• Ownership: We take the initiative to solve problems that drive our shared company success.

• Growth Mindset: We’re tenacious in the face of challenges and seek feedback in order to grow ourselves and others.

• Customer Centricity: We put the customer at the center of everything we do and are deeply committed to their success.

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and well-being of our Ampliteers.

Some of our benefit programs include

• Excellent M edical, D ental and V ision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans

• 401(k) retirement plan with an employer match of up to 1% of your eligible pay each pay period up to $2,000 annually

• Flexible time off, p aid 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), new hire home office equipment, and much more

• Excellent Parental benefits including : 12 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

• Employee Stock Purchase Program (ESPP)

Other fun facts about the company

• Our customers love us! They've said we're the #1 product analytics solution [link for members] for 23 quarters in a row on G2.

• We care a lot about product innovation. We've made significant investments in talent and infrastructure to build the most powerful AI analytics platform on the market.

• We invest in our people. We offer mentorship programs, management training, and wellness initiatives.

• We give back to our communities. We give every Ampliteer a charitable giving grant and paid volunteer time off.

• We were founded in 2012, went public via a direct listing in September 2021, and are now trading under the ticker $AMPL.

• We’re a global and fast-growing team! We have employees around the world and offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and Tokyo.

• Our mascot is Data Monster, who loves to chow down on numbers, charts, and graphs. Nom nom.

By applying for this job, you acknowledge that the company processes your personal data in accordance with the company Applicant Privacy Notice [link for members]