- Own and grow a book of Commercial accounts end-to-end - Monitor account health and usage metrics, taking proactive action - Identify churn risks early and implement mitigation plans - Conduct training and adoption sessions - Partner with Sales, Implementation, and Product to solve customer problems - Maintain accurate documentation, notes, and account visibility - Identify and drive opportunities for upsell or expansion - Accountable for renewal outcomes by maximizing customer value realization, engagement, and long term growth - Serve as a trusted advisor for your Commercial clients

• Manage a broad portfolio of mid-market and SMB law firms through the full customer lifecycle — onboarding, ongoing success, and expansion • Run efficient, structured onboarding for new customers: portal walkthrough, first case submission, and a relevant check-ins — all within the first 2 weeks • Monitor account health signals (volume trends, login activity, ticket patterns) and proactively reach out to at-risk or dormant accounts • Identify and act on expansion opportunities — more volume, additional users, new practice areas — through regular account reviews • Build and maintain scalable touchpoint sequences (check-ins, usage nudges, feature announcements) that keep the portfolio engaged without requiring 1:1 time for every account • Capture and surface feedback from the SMB segment to inform product, operations, and our VoC program • Partner with the Support Lead on recurring ticket themes that indicate product or process gaps • Help develop and refine the playbooks and tooling that will eventually support a scaled CS motion

Role Description As a Senior Technical Success Manager, Majors (Enterprise), you will: - 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, 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. Qualifications - 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 10+ Majors / Enterprise accounts. - 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. Requirements - 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 prioritizes 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 recognizes 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. Benefits - Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans. - Flexible time off, paid holidays, and more. - Fidelity 401/K. - 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).

Knowledge & Communications Specialist Hybrid Support Full time Hawthorn, Victoria, Australia Come shape the future of education with us. At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes. Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student's education or helped make a staff member’s day just that little bit better. Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, delivering smart school management solutions around the world. About the Role & Team As a Knowledge & Communication Specialist, you’ll sit at the intersection of customer support and AI. Your mission is to create a seamless, self-serve experience for customers by ensuring our knowledge base content is clear, accurate, and optimised for both humans and AI. This role offers the opportunity to design and implement new approaches that reduce support friction, improve resolution rates, and proactively communicate value including helping market the Compass / School Bytes integrated solution to NSW high schools. You’ll work closely with Support, Onboarding & Training, and Marketing teams and have a direct impact on customer experience and operational efficiency. What you’ll do: Content & AI Enablement - Creating, updating, and structuring content within the Knowledge Management System (KMS) to provide agents with rapid, accurate answers, troubleshooting steps, and policies. - Create and structure content specifically for AI ingestion to improve automated resolution rates and reduce agent workload. - Tracking search logs, content usage, and staff feedback to identify knowledge gaps and update outdated content. - Distributing updates, process changes, and promotional information to staff via intranet, messaging tools, or KMS. - Monitor ticket trends and resolution outcomes, fine-tuning AI workflows and guidance to minimise avoidable tickets. - Identify opportunities to align or replicate effective workflows across Compass and School Bytes to improve efficiency and consistency. Marketing & Proactive Communications - Develop proactive in-product communications using Intercom tools (including banners, outbound messages, and tooltips). - Promote support materials, training sessions, and how-to resources to drive awareness and adoption. - Track engagement with communications and report on performance, identifying opportunities to increase reach and effectiveness. Cross-functional Collaboration - Partner closely with Support, Onboarding & Training, and Marketing teams to ensure content reflects product changes and customer needs. - Act as a key link between customer insights and internal teams, helping translate trends into practical improvements. Requirements About You You’re a detail-driven communicator who enjoys turning complexity into clarity and is excited by the potential of AI in customer support. - Strong ability to write technical or instructional content. - An understanding of AI tools in support contexts, or a strong interest in optimising AI- driven solutions. - Analytical skills to interpret trends, data, and engagement metrics. - Experience using customer engagement platforms such as Intercom and SharePoint, or the ability to quickly learn similar tools. - High attention to detail and a commitment to accuracy. - A proactive, self-directed approach, with confidence suggesting improvements or new ideas. - Strong collaboration and communication skills. Benefits What’s in it for you? You’ll join a purpose-driven company at an exciting stage of growth, with the opportunity to shape how thousands of schools experience support and communication every day. What we offer: - A hybrid working environment. - Learning and development opportunities, including a dedicated professional development budget. - 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone, and live chat support. - A parental leave program for both primary and secondary carers. - A supportive, inclusive culture where your ideas and voice are genuinely valued. - The chance to grow alongside a fast-moving, ambitious organisation. - Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. Prior to commencing employment, you’ll need: - A valid Employee Working With Children Check - A satisfactory National Police Check - Verification of unrestricted work rights in Australia (e.g. citizenship, passport, or birth certificate) Ready to make a difference? If you’re excited about improving customer experience through great content, smart AI, and proactive communication and want to help schools get more value from Compass, we’d love to hear from you. Apply now and help us create clearer, smarter, and more human support experiences for education communities.