Senior Technical Success Manager in London

Amplitude is the leading AI analytics platform, helping over 4,700 customers—including Atlassian, Burger King, NBCUniversal, and Square—build better products and digital experiences. With powerful AI Agents embedded across our platform, teams can analyze, test, and optimize user experiences faster than ever. Ranked #1 across multiple categories in G2’s Winter 2026 Report, Amplitude is the best-in-class solution for product, data, and marketing teams.

As an organization, we deliver for our customers by living our values. We operate from a place of humility, take ownership of problems and successes, approach challenges with a growth mindset, and put our customers at the center of everything we do.

The Customer Success team is responsible for building relationships with and driving long-term value realization for Amplitude's customers. The Senior Technical Success Manager - Majors (Enterprise) owns customer deployment, adoption, and value realization across Amplitude's digital analytics platform. They bring strong product knowledge and fluency in customer technical ecosystems: data foundations, taxonomy, instrumentation patterns, and AI agent configuration. They are execution-first and outcome-driven from presales through implementation, adoption, renewal, and expansion.

As a Senior Technical Success Manager, Majors (Enterprise), you will:

• Own customer deployment, adoption, and outcomes for a portfolio of 20-30 accounts, from presales through renewal.
• Lead deployment planning and implementation across your book, e.g.: scoping, deployment plan creation, kickoff meetings, use case alignment, coordination of delivery (e.g. managing internal and partner teams), project reporting.
• Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes.
• Monitor portfolio health through AI-augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement.
• Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth.
• Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal.
• Build and deliver executive business reviews that connect Amplitude usage to measurable business impact, turning adoption into a renewal and expansion story.
• Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book.
• Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how Amplitude builds and delivers.
• Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale.

Critical Skills Profile:

• Business Acumen: Understands each customer's business model, growth levers, and priorities. Builds a path to value that connects Amplitude's platform to the outcomes that matter most to the customer.
• Technical Fluency: Comfortable with Amplitude data architecture, instrumentation methods, taxonomy design, and AI agent workflows. Able to unlock use cases and guide internal and partner delivery teams.
• Delivery Excellence: Drives deployment and implementation quality across a full book of business. Manages timelines, coordinates internal and partner delivery teams, and ensures every account progresses through milestones on time and to standard.
• Ownership of Outcomes Across Portfolio: Responsible for retention across your territory. Ruthlessly prioritises time, resources, and attention to focus on the accounts and actions that drive the most impact. Accountable for ensuring customers achieve measurable business results from Amplitude, and for connecting customer outcomes to commercial value.
• Prescriptive Customer Guidance: Sets the standard for what good looks like at each stage of the customer journey. Drives accountability across deployment and ongoing success. Pushes back on bad implementation patterns, guides customers toward proven approaches, and holds them accountable to their own defined success criteria.
• Diagnostic Thinking: Proactively recognises adoption gaps and technical blockers early and drives creative solutions that get customers back on track.
• Curiosity and Self-Sufficiency: Defaults to figuring things out independently. Explores edge cases on your own, and comes to conversations with a point of view. This role requires someone who runs toward ambiguity.
• AI Innovation: Embeds AI in day-to-day workflow to improve efficiency and customer outcomes. Experiments, iterates, and shares best practices.

At a minimum, you need to have:

• 5+ years of experience in Customer Success, Technical Account Management, or a similar customer-facing role in B2B SaaS.
• 2+ years of experience specifically leading enterprise software deployments where change management and foundational data governance were core priorities.
• 2+ years managing a portfolio of 20+ Majors / Enterprise accounts.
• MUST speak fluent English.
• Experience co-owning renewals and contributing to expansion pipeline alongside a sales counterpart.
• Experience training or enabling non-technical teams to become data-sufficient.
• Excellent communication skills to influence everyone from a data engineer to a C-level executive.
• Expert-level project management skills and the ability to thrive in an independent and fast-paced environment.

Nice to have:

• Prior experience with digital analytics, product analytics, or adjacent data/experimentation platforms.
• Background in consulting, solutions delivery, or implementation.
• Experience using Amplitude as a practitioner.