Digital Customer Experience Program Manager

Amplitude is a leading digital analytics platform that helps companies unlock the power of their products. More than 3,500 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 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.

As the Digital Customer Experience Program Manager, you will develop and implement digital-first programs aimed at enhancing customer experience and satisfaction across the entire customer journey. You will be directly responsible for helping to define and lead digital strategy across a matrixed organization with strong working relationships in Customer Success, Marketing, Sales, and Product, owning the strategy and creation that powers our cross-functional digital programs. You will do this by:

• Leveraging internal and external capabilities to define and execute our digital strategy in partnership with GTM leadership; 
• Democratize data and performance of our digital programs, leverage data in creative ways to influence decisions; and 
• Lead a data-driven approach to the development of new digital programs and the creation of new digital programs aimed at increasing conversion, adoption, and retention.

You Will:

• Establish a vision and develop a roadmap for digital success initiatives, designed to improve the digital-led and self-serve customer experience.
• Be responsible for multiple complex global customer journeys across regions, including multi-product customers, varied personas, and customer journey stages.
• Lead the strategy and design of best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.
• Collaborate cross-functionally to develop innovative and creative ways of engaging with our customers in order for them to achieve their expected business outcomes.
• Working with the Senior Scale Success Program Manager, build, maintain and monitor strategic programs across the customer journey, analyzing program impacts and making recommendations for course corrections.
• Measure and report on overall program performance and business impact, such as customer satisfaction, to inform iteration and future innovation.
• Leadership and facilitation of the Customer Experience Steering Committee, comprised of cross-functional leaders across the business intent 
• Project manage key initiatives from conceptualization to implementation.

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

• 5+ years of direct experience in SaaS Customer Success or Customer Experience program management.
• 3+ years of hands-on experience building digital first, omni-channel programs with a consistent track record of improved customer adoption, health and retention.
• A balanced background of strategic approach and tactical execution in an agile environment.
• Experience establishing digital and scaled engagement models within Customer Experience, Marketing, Customer Success, or Support.
• Expertise identifying trends through data analysis and turning insights into actionable outcomes.
• Excellent communication skills (verbal and written) with an ability to communicate at all levels (including C-suite), raise program issues, and mitigate project risks.
• Experience working with customer success, marketing, and analytics tools like Gainsight Journey Orchestrator, Marketo, Salesforce, Tableau and others (such as  Intercom, CommandBar/Command AI, User Flow)
• Proven track record crafting compelling and impactful customer engagements.
• Understanding of SaaS-based business models.
• Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance; SQL experience is a plus.
• Experience working with marketing operations teams or marketing automation tools is a plus.

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another, and the company succeeds. 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.

We care about the well-being of our team: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, a 12-week parental leave, and a generous Learning & Development stipend.

The Product: 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.

Other facts about Amplitude:

• Amplitude had its public market debut on the Nasdaq in September 2021.
• Amplitude is one of the best software products on the market according to G2.
• Founded in 2012, Amplitude is backed by Sequoia Capital, IVP, Battery Ventures, Benchmark Capital, Y Combinator and other top tier investors.
• 26 of the Fortune 100 are customers of Amplitude as are innovative brands such as Atlassian, NBC Universal, Hubspot, PayPal and Walmart.
• Amplitude is a tech company to bet your career on in 2021, according to Business Insider.
• We have operations in San Francisco (HQ), New York, Amsterdam, London, Paris and Singapore.

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.

Amplitude’s D&I Commitment: Amplitude believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive. 

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