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Amperity · 2 days ago

Senior Customer Success Manager

New York, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$140K/yr - $160K/yr

8+ years exp

Amperity is an AI-first company that helps leading brands create personalized customer experiences. The Customer Success Manager will guide customers through their engagement lifecycle, ensuring they achieve their goals and derive long-term value from the platform.

AnalyticsArtificial Intelligence (AI)Big DataData ManagementMarketingSaaS

Responsibilities

Partner with customers to co-author and maintain iterative business value roadmaps based on the strategic direction defined by the customer, 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

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 quantify Amperity’s value as it relates to cost savings and revenue growth for the customer

Present new use cases and platform capabilities to customers that enhance their ability to execute on their business value roadmap

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 and ensure Amperity is multithreaded throughout your book of business

Celebrate value unlocks within customer accounts, including organizing internal roadshows, creating engaging videos, and delivering personalized notes to reinforce positive results

Connect customers to other customers for value-add conversations

Partner with Account Executives to uncover and advance expansion opportunities, including upsell, cross-sell, and new use cases, by aligning on customer goals and timing

Proactively flag competitive risks and market shifts to Account Executives and co-develop strategic plays to protect and grow account value

Surface key themes or concerns within the customer base (problems, solutions, ecosystem, adoption blockers)

Qualification

Customer Success ManagementData InfrastructureMartech Tools KnowledgeConsultative SolutionsPresentation SkillsCollaborationRelationship Building

Required

8 - 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 in an easily understood manner

Collaborative team player with a strong ability to drive alignment and work cross-functionally with internal teams

Practitioner-level knowledge of martech tools, landscape and workflows