Lead Customer Success Manager

At Amperity, our AI-powered Customer Data Cloud empowers organizations to delight their customers and create differentiated experiences. Our multi-patented technology helps over 400 leading global brands like Alaska Airlines and DICK'S Sporting Goods drive revenue growth and meaningful customer experiences. We help users unlock the value of all of their customer data with simplicity and speed. Our team thrives on curiosity, collaboration, and transparency, fostering a culture where everyone can contribute and grow. We're looking for talented individuals from diverse backgrounds to help us eliminate data bottlenecks and accelerate business impact for the world's most innovative companies. With offices in Seattle, New York City, London, and Melbourne, you'll be part of a fast-growing team solving critical challenges at the intersection of AI, data, and customer experience. Ready to make an impact? Let's talk.

The Role

As a Lead Customer Success Manager (CSM) at Amperity, you will play a critical role in guiding our customers through the entire lifecycle of their engagement with us. A great customer success manager has a deep understanding of customer adoption and usage and pushes the customer and the Amperity team towards activities that drive value. You will work closely with cross-functional teams including Sales, Implementation, Product, and Engineering, ensuring that our clients not only achieve their goals but also derive long-term value from our platform. You’ll be a strategic partner, collaborating with customers to define success, drive adoption, and manage ongoing customer relationships. 

Interesting Problems 

Customer Adoption of the Amperity Platform

• Develop a customer-centric quarterly value roadmap based on the annual strategic direction defined by the Account Executive, establishing clear milestones and mutual expectations
• Proactively communicate progress and identify risks, being assertive in bringing the right partners, internal and external, to the table 
• Actively participate in the solutioning against customer use cases and goals

Customer Health and Growth

• Drive Monthly Business Reviews (MBRs) and Executive Business Reviews (EBRs), collaborating with your Account Executive and Services teams to execute.
• Collaborate with  the BVS team (Business Value Services) to ensure the value roadmap drives savings and revenue for the customer, and deliver ROI reporting to the customer
• Present new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap

Customer Advocacy and Relationship Building

• Engage with late-stage prospects to set expectations and ensure a smooth transition to the post sales team.
• Provide input on the MVP milestones defined during the sales cycle
• Build and maintain strong relationships with key customer stakeholders, especially in the face of internal or external changes.
• Celebrate value unlocks within customer accounts, including organizing internal roadshows, creating engaging videos, and delivering personalized notes to reinforce positive results.
• Regularly connect with other vendors and partners within the customer ecosystem to ensure that the end-to-end value chain is working
• Connect customers to other customers for value-add conversations

Collaboration and Internal Communication

• Identify opportunities for upsell, cross-sell, and new use cases, and collaborate with Account Executives on the best approach to capture them.
• Surface competitive threats to the Account Executives and align on a strategy for tackling them
• Surface themes within the customer base (problems, solutions, ecosystem, adoption blockers) to product marketing and product management

About You

• 12+  years in an enterprise customer success, consulting, or digital transformation role. Strong preference for background in at least one of the following areas:: 
• Data infrastructure or analytics
• Consumer brands
• Personalization, paid media, lifecycle marketing etc.
• Proven track record of supporting large organizations, including Fortune 100 companies
• Demonstrated ability to influence decision-makers through informed, enthusiastic advocacy for a course of action that aligns with customer goals.
• A strategic mindset with a passion for consultative roles and providing tailored solutions to meet customer needs.
• Thrive in ambiguous environments, identify problems and drive clarity toward successful outcomes.
• Exceptional presentation and storytelling skills and ability to explain complex concepts simply
• Collaborative team player with a strong ability to rally and work cross-functionally with internal teams.
• Practitioner-level knowledge of martech tools, landscape and workflows 

Location

Seattle, WA or New York, NY

We have a hybrid work model for employees based in Seattle, WA, and New York, NY, with three days in the office days each week, providing a mix of in-person collaboration and remote flexibility

Compensation

Base Salary: $144,000 - $200,000. Within our pay range, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training.

Cash Incentives: This position is eligible for variable pay via a sales compensation plan. Depending on the role, these plans may pay as commissions and/or as bonuses according to achievement level against sales-related targets and/or sales-related business objectives

Stock Options:  The opportunity for ownership is an exciting part of Amperity’s total compensation package. Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position

Benefits 

We offer all the benefits you'd expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. For more details on our benefits, please see our US Benefits & Perks Guide.

Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.