Senior Renewal Success Specialist

Summary

Join Amplitude as a Senior Renewal Success Specialist and play a critical role in proactively reducing churn and improving customer health. You will analyze customer health signals, collaborate with internal teams, and implement preemptive measures to enhance retention. This role involves both internal and customer-facing responsibilities, focusing on managing the sub-$100K book of business. You will thrive in a fast-paced environment, leveraging strong organizational, analytical, and problem-solving skills. The ideal candidate is passionate about working with customers, identifying risks, and driving proactive solutions. Amplitude offers a supportive and inclusive work environment with excellent benefits.

Requirements

• Previous experience, 3+ 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

Responsibilities

• Analyze customer health data to identify churn risks in the sub $100K book of business
• Categorize 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

Preferred Qualifications

• 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

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)