Customer Success

Summary

Join Amperity as our Senior Vice President (SVP) of Customer Success and lead our end-to-end customer experience functions, including implementation, account management, and premium services. Drive customer satisfaction, retention, and growth through a high-performing team. Oversee successful customer onboarding, design and optimize implementation methodologies, and partner with product and engineering teams. Lead a team of Account Managers, develop strategic account plans, and foster strong customer relationships. Develop and scale premium service offerings, ensuring high-quality delivery of consulting and support services. Build, mentor, and manage a world-class customer success team, define and track KPIs, and represent the customer's voice in strategic planning. Collaborate cross-functionally to deliver a cohesive customer experience. Amperity offers a hybrid work model with flexibility and competitive compensation and benefits.

Requirements

• 15+ years experience overseeing Account Management, Customer Success or Sales teams in a SaaS environment
• Proven ability managing a portfolio of large, enterprise-level clients and selling software solutions to C-suite and high-level executives across a wide array of industries
• Experience maintaining and growing broad and deep relationships within customer accounts, particularly with executive management in Marketing and IT
• Must have a strong client focus and relationship-management skills
• Know how to get things done through formal channels and informal networks
• Ability to travel as needed, approximately 50%

Responsibilities

• Oversee the successful onboarding of new customers, ensuring smooth implementation processes that deliver quick time-to-value
• Design and continuously optimize implementation methodologies and tools to ensure scalability and efficiency
• Partner with product and engineering teams to align implementation resources with evolving customer needs
• Lead a team of Account Managers responsible for customer relationships, renewals, and expansion opportunities
• Develop and execute strategic account plans to maximize long-term value and minimize churn
• Foster deep relationships with key stakeholders to position the company as a trusted advisor and partner
• Develop and scale value-added premium service offerings that drive customer ROI and deepen engagement
• Ensure high-quality delivery of consulting, support, and enablement services to premium clients
• Monitor service effectiveness and continuously enhance offerings to align with customer expectations and market trends
• Build, mentor, and manage a world-class customer success team
• Define and track KPIs and performance metrics across implementation, account management, and premium services
• Represent the voice of the customer in executive-level discussions and strategic planning
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a cohesive customer experience

Preferred Qualifications

Experience working with Retail or Hospitality brands a plus

Benefits

• 100% employee healthcare coverage
• Transportation subsidies
• A comfortable work environment with plenty of snacks
• Other employee experience perks like events and activities, both in-person and remote
• Self-managed PTO
• The flexibility to do your best work in the way that works for you
• Base Salary: $280,000-$300,000
• 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