Technical Success Manager – Majors (Enterprise) – São Paulo
As a Senior Technical Success Manager, you will own customer deployment, adoption, and value realization across Amplitude’s digital analytics platform. This role focuses on delivering strong product knowledge and fluency in customer technical ecosystems—from data foundations to AI agent configuration—and driving outcomes from presales through implementation, adoption, renewal, and expansion.
Responsibilities
* Own customer deployment, adoption, and outcomes for a portfolio of 10-20 accounts, from presales through renewal.
* Lead deployment planning and implementation across your book, including scoping, deployment plan creation, kickoff meetings, and use case alignment.
* Coordinate delivery with internal and partner teams, manage project reporting, and track deliverables.
* 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, and showcasing new platform capabilities with a focus on 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 renewal and expansion stories.
* 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 and market needs to shape product development.
* Continuously improve your operating model by developing repeatable playbooks, sharing best practices, and finding new ways to drive customer outcomes at scale.
Critical Skills Profile
* Business Acumen – Understands each customer’s business model and builds a path to value that connects Amplitude’s platform to the outcomes that matter most.
* Technical Fluency – Comfortable with Amplitude data architecture, instrumentation methods, taxonomy design, and AI agent workflows.
* Delivery Excellence – Drives deployment and implementation quality across a full book, managing timelines and coordinating delivery teams.
* Ownership of Outcomes Across Portfolio – Responsible for retention and resource prioritization, ensuring customers achieve measurable business results.
* Prescriptive Customer Guidance – Sets standards at each stage of the customer journey, driving accountability and guiding customers toward proven approaches.
* Diagnostic Thinking – Proactively identifies adoption gaps and technical blockers, driving creative solutions.
* Curiosity and Self‑Sufficiency – Independently explores edge cases and brings a clear point of view to conversations.
* AI Innovation – Embeds AI into day‑to‑day workflows to improve efficiency and customer outcomes, experimenting and sharing best practices.
Minimum Qualifications
* 5+ years of experience in Customer Success, Technical Account Management, or a similar customer‑facing role in B2B SaaS.
* 2+ years of experience leading enterprise software deployments with a focus on change management and data governance.
* 2+ years managing a portfolio of 10+ major or enterprise accounts.
* Experience co‑owning renewals and contributing to the expansion pipeline alongside a sales counterpart.
* Experience training or enabling non‑technical teams to become data‑sufficient.
* Excellent communication skills, able to influence everyone from data engineers to C‑level executives.
* Expert‑level project management skills with 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.
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