Amplitude – Senior Customer Success Systems Engineer – San Francisco, USA

March 9, 2023
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Job Description

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. Almost 2,000 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, 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. 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 also 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

The CS (Customer Success) Systems team is dedicated to supporting our customer-facing post-sales teams to do their jobs really well. We do so by partnering with the CS Strategy & Operations team to develop and operationalize proven customer success strategies and processes into our suite of CS platforms. We have a unique opportunity to help our partners develop long-term strategies to scale our CS efforts and support a rapidly growing customer base. We collaborate with internal teams on the design of business rules that analyze customer data and trigger actions for the customer success teams to engage with customers.

In this role, you will primarily work with Gainsight and Salesforce, with an expected growth into working strategically with and administering other systems that may include Mavenlink, Zendesk, Skilljar, and more. We work together in an agile process in Atlassian products including Jira & Confluence, with a strong focus on effective documentation of technical processes for cross-functional collaboration.

As a Senior Customer Success Systems Engineer, you will: 

  • Gainsight:
    • Configure, deploy and administer Gainsight NXT Horizon features including but not limited to Timeline, C360, Cockpit, Playbooks, Dashboards, Success Plans, and Success Snapshots
    • Build complex workflows in Rules Engine, Adoption Explorer, and Journey Orchestrator
    • Use External Actions & API to develop robust processes with our wider CS Systems that prioritize efficiency and customer growth
    • Monitor system performance, data integrity and user activity to make recommendations and deploy continuous improvements
    • Serve as a frontline resource for internal end-users to field questions and resolve issues
  • Salesforce:
    • Configure, deploy, and administer key CS-related processes in SFDC (including Flows, Validation Rules, field deprecations, permissions, application updates, Apex triggers, etc)
    • Follow SFDC DevOps processes for deployments working with Github
  • Other CS Systems:
    • Be ready and willing to learn our wider suite of systems to support the CS Systems team motion and mandate

You’ll be a great addition to the team if you have:

  • 2+ years experience configuring Gainsight NXT edition (L3 certification preferred)
  • 1+ years of Salesforce Admin experience (Admin certification required)
  • Expert understanding of data structures, data modeling, and database schema in Gainsight and Salesforce
  • Strong business and technical acumen working with at least 1 other CS System mentioned (strongly preferred)
  • Proven business analysis skills in the form of CS metrics such as retention, expansion, customer health, adoption, CSQL, etc.
  • Bonus: have been in a customer-facing SaaS role before

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 understand their users, rapidly release better product experiences, and ultimately grow their business. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and wellbeing 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 ​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), learning and development (annual), commuter transit/parking (monthly), 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: 

  • G2: #1 product analytics solution and #3 best software product
  • Business Insider: A top tech company to bet your career on
  • Fast Company: #3 most innovative enterprise company in the world
  • Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL.
  • Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
  • We’re a global and fast-growing team! We have offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and employees around the world.
  • Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regard 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: $134,000 – $200,000 base salary (inclusive of guaranteed bonus)

Based on legislation in New York City, the following details are for individuals will work for Amplitude in New York City. New York City salary range: $148,000 – $222,000 base salary (inclusive of guaranteed bonus)

Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $148,000 – $222,000 base salary (inclusive of guaranteed bonus)

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: $148,000 – $222,000 base salary (inclusive of guaranteed bonus)

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $134,000 – $200,000 base salary (inclusive of guaranteed bonus)

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.