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 both the customer and the Amperity team toward 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 position in all discussions based on the annual strategic direction defined by the Account Executive, establishing clear milestones and mutual expectations showing the total value Amperity provides to their business
• 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
• Be a subject matter expert (Be In Platform!) within the Amperity tooling around value-driving use cases to be knowledgeable and supportive in customer discussions around business performance

Customer Health and Growth

• Drive Monthly Business Reviews (MBRs) and Executive Business Value discussions collaborating with your Account Executive and Services teams to execute.
• Collaborate with internal teams to ensure the motions of both Amperity and the customer tie to revenue.
• Deliver ROI and value materials, analysis and metrics as needed to the customer with always having a point of view on how we position the business
• Present new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap
• Monitor customer performance to contractual agreements to make sure they are hitting their true value of the platform ahead of contract cycles

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
• Understanding of Marketing Technology and Solution Architecture
• 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
• Fosters an AI-curious mindset and demonstrates proficiency in leveraging generative AI for customer-facing materials (e.g., executive summaries, value proposals) to increase effectiveness and scale, while upholding ethical and data privacy standards.

Location

New York, NY

Amperity's work model operates on four in-office days each week and one designated remote workday on Wednesdays. We value the collaboration, connection, and learning that come from working together in person.
Compensation

Base Salary: $144,000-$198,000. Individual compensation within this range will depend on several factors, including your skills, experience, education/training, geographic location and the level at which you join. We also consider internal equity, market conditions, and overall business needs.

Cash Incentives: Cash incentives are also available.

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.