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Amperity · 6 hours ago

VP, Customer Success

New York, NY

Full-time

Hybrid

Director/Executive

$200K/yr - $270K/yr

15+ years exp

Amperity is an AI-first company helping leading brands create personalized customer experiences. The VP of Customer Success will lead the customer success organization, driving satisfaction, retention, and growth through a high-performing team and fostering a culture of excellence.

AnalyticsArtificial Intelligence (AI)Big DataData ManagementMarketingSaaS

Responsibilities

Oversee the customer onboarding journey to ensure smooth transitions from implementation to success, focusing on delivering time-to-value quickly and effectively

Continuously optimize onboarding and success frameworks to ensure scalability, efficiency, and exceptional customer experience

Collaborate with Product, Sales, and Support teams to align success strategies with customer goals and feedback

Lead a team of Customer Success 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

Represent the voice of the customer within the organization, ensuring feedback informs product strategy, roadmap planning, and cross-functional initiatives

Implement and monitor key performance indicators (KPIs) and metrics to track customer health, satisfaction (e.g., NPS), and business outcomes

Champion customer-centric culture across all departments to ensure a unified and consistent customer experience

Build, mentor, and manage a world-class customer success team

Lead, mentor, and develop a high-performing team, fostering an inclusive culture of learning, accountability, and collaboration

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

Qualification

Customer Success ManagementSaaS ExperienceTeam LeadershipAccount ManagementClient Relationship ManagementCustomer AdvocacyPerformance Metrics TrackingStrategic PlanningCustomer Experience OptimizationCross-functional Collaboration

Required

15+ years experience overseeing Account Management, Customer Success or Sales teams in a SaaS environment with proven experience leading and developing high-performing teams, with a track record of attracting, retaining, and growing top talent

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%