Senior Renewal Success Specialist

Summary

Join Amplitude as a Renewal Success Specialist and play a pivotal role in retaining our customer base. You will proactively analyze customer health, collaborate with go-to-market teams, and implement strategies to drive renewal success for our Velocity Segment. This role blends scaled Customer Success and light-touch technical consulting, focusing on at-risk customers in the sub-$100k segment. Leveraging data-driven insights and automation, you will deliver high-impact customer engagements. You will develop expertise in Amplitude's platform, analyze customer health data, serve as a first-response advocate for at-risk customers, and monitor intervention effectiveness. This dynamic opportunity combines customer strategy, technical skills, and automation to measurably impact retention.

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

• Develop an expert understanding of Amplitude’s platform and use cases
• Analyze customer health data to identify churn risks in the sub $100k book of business and trigger automated or manual interventions
• Serve as a First Response Advocate for at-risk customers, engaging directly to understand their challenges, advocate for their needs internally, and collaborate cross-functionally to implement tailored mitigation plans aligned with the specific risk categorization
• Monitor intervention effectiveness and provide structured feedback to internal teams to inform and optimize our retention and growth approaches

Preferred Qualifications

• Previous experience with Gainsight & Salesforce is a huge plus, along with strong analytics skills
• 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 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)