Senior Renewal Success Specialist

Job description

Amplitude is the leading digital analytics platform that helps companies unlock the power of their products. Over 4,000 customers, including Atlassian, NBCUniversal, Under Armour, Shopify, and Jersey Mike’s, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Amplitude is the best-in-class analytics solution for product, data, and marketing teams, ranked #1 in multiple categories in G2’s Spring 2025 Report. Learn how to optimize your digital products and business at amplitude.com.

As an organization, we approach challenges with humility, take ownership of our contributions, and embrace a growth mindset that pushes us to constantly improve ourselves, each other, and the value we bring to customers and partners.

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.

About the Role & Team

Are you passionate about proactively reducing churn, improving customer health, and driving retention? As a Senior Renewal Success Specialist, you will play a critical role in analyzing customer health signals, collaborating with internal go to market teams, and implementing preemptive measures to enhance retention and improve our renewal base. This role is equally internal facing and customer facing. This role is part of our Renewals team and focuses on managing our sub $100K book of business, ensuring customers stay engaged and see long-term value in our solutions.

You thrive in a fast-paced, dynamic environment, where you wear many hats and leverage your strong organizational, analytical, and problem-solving skills to drive customer retention. If you love working with customers, identifying risks before they become churn threats, and driving proactive solutions, this role is for you!

As a Senior Renewal Success Specialist, you will:

• 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

What Makes You a Great Fit

• 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

At a minimum, you need to have:

• 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

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view.

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

Some of our benefit programs include:

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

Other fun facts about Amplitude:

• We were recognized in the Newsweek Excellence Index 2024.
• Our customers love us! They’ve said we’re the #1 product analytics solution for 19 quarters in a row on G2.
• We care A LOT about product innovation. Fast Company called us the #3 most innovative enterprise company in the world.
• 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.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

This role is eligible for equity, benefits and other forms of compensation.

Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado range: $98,000 - $147,000 total target cash (inclusive of bonus or commission)

Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $98,000 - $147,000 total target cash (inclusive of bonus or commission)

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $98,000 - $147,000 total target cash (inclusive of bonus or commission)

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.

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