At Amplitude, our digital analytics platform enables companies to build better products. What's the power behind our products? Our people!
In our #MeetTheAmpliteer series, we’re amplifying their stories and honoring their achievements in shaping data-driven success.
This installment of the series spotlights Lauren Mahoney, senior customer success manager and recent winner of Amplitude’s Values Award for Humility.
Tell us about yourself, your role in powering Amplitude, and your personal journey that brought you to where you are today?
I’m a senior customer success manager (CSM) at Amplitude. My role is to ensure that our customers are getting value out of our platform. I partner with various cross-functional teams internally, as well as my customers. One example of my cross-functional partnership is my role in our Analytics Partner Program, working with a few other teammates to consolidate monthly feedback from each of my CSM counterparts on our analytics product and provide critical themes and insights to our product team. This offers them visibility into what customers are asking for most and how we can continue rolling out precisely the functionality they need to be successful.
On the personal side, I’m from upstate New York but went to school in California to study psychology and communications. After graduating from Santa Clara, I moved San Francisco and then up to Seattle, where I am now. I’ve always been interested in people and the psychology behind learning and motivation, and customer success was a realm that made a lot of sense for me. It was an opportunity for me to develop relationships with customers while also helping them build successful programs!
How does your role at Amplitude allow you to contribute to the company’s mission of helping companies bring “Power to their Products?” Can you share an example of a particularly impactful project you’ve worked on?
As a CSM, my role is to understand what value looks like to each of my customers regarding Amplitude: What are their use cases, business objectives, and questions that they need self-service visibility into? Once CSMs have this understanding, we can support our customers in building an analytics practice and program so they can analyze data themselves and, from there, take action to bring power to their products.
Action could be deciding to focus on a product feature that drives retention in their user base or an A/B test to gauge a hypothesis. Being a CSM is a mix of strategic—sharing best practices, pulling in internal experts to guide them in particularly nuanced areas—and tactical—helping build dashboards and answer questions about our platform.
Amplitude’s cultural values of humility, ownership, and growth mindset are foundational to the company’s success. How do you embody these values in your work?
As our customers’ first point of contact, CSMs have a strong level of ownership daily, staying on top of customer asks and working cross-functionally to find solutions for customer needs. I’ve seen that humility and a growth mindset go hand in hand with ownership in my role. I always have something new to learn, whether it’s about my customers or our platform. We have a fantastic group of people supporting our customers, and being open to changing my approach and learning something new is so important to being successful in this role.
Amplitude offers a variety of benefits and perks to its employees. Which has made the most significant difference for you in your wellness and well-being?
Our $100 monthly wellness stipend! I’m very grateful for this. It’s powered my gym membership, yoga membership, and the occasional massage after a long week (my favorite).
What is the #1 thing that most enables you to do your best work at Amplitude?
My teammates! As CSMs, we get so many questions from customers, and we all depend on each other for best practices to support them, ideas on how to engage new teams, recommendations for who can answer a specific question, and even confidence checks on what we believe will achieve a use case for a customer.
“Teammates” spans beyond just CSMs, too. Our product, engineering, and support teams are incredibly supportive when it comes to customer questions.
We know that music can be a powerful motivator. What song or artist do you turn to when you need an extra boost of energy to power through a tough project or challenge at work?
It's a very hard question because I love music while working! I’ll have to keep it general—2000s hip-hop will always do the trick to pump me up :)
Intrigued by Lauren’s experience at Amplitude? Check out our careers site to learn more about #LifeAtAmplitude!
