Director, Customer Success

Amperity • New York, NY

4d • $158,000 - $217,000 • Hybrid

About The Position

Amperity is an AI-first company that has solved the problem of fragmented and inaccurate customer data for brands. Their patented identity resolution technology creates an accurate customer picture, which is the foundation for their AI-driven agents. Amperity is looking for individuals who want to help shape the future of the industry and build a generational business, focusing on measurable business impact rather than hype. The company is seeking exceptional talent to join their team and contribute to their mission of making AI trustworthy by grounding it in a true, unified view of the customer.

Requirements

• 12+ years of progressive leadership in SaaS Enterprise Customer Success, Account Management, or Commercial Operations.
• 5+ years directly leading leaders (managers, team leads) or senior principal ICs managing enterprise portfolios ($20M+ total ARR).
• Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and scaled, instrumented high-volume customer segments simultaneously.
• Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers (EBCs), and driving high-stakes enterprise negotiations.
• Demonstrated ability to build health-scoring frameworks, operational telemetry, and standardized playbooks that drive predictable retention across multi-tiered customer bases.
• Broad people-management experience across hiring, leadership coaching, performance management, and career pathing for a multi-disciplinary team.
• Fluency in AI-driven business models and modern data workflows, with a commitment to leveraging AI tools to multiply team productivity and customer value realization.

Nice To Haves

• Architecting Smooth Tier Progression: Designing the quantitative criteria, workflow triggers, and team alignment needed to move scaling accounts into higher-touch operating models smoothly.
• Scaling AI-Driven Customer Operations: Championing AI fluency and automated intelligence systems across the team to multiply pod efficiency and shift proactive insight delivery onto AI-first platforms.
• Executive Multi-Threading at Scale: Establishing deep C-suite and board-level relationships across top enterprise clients to institutionalize relationships and de-risk multi-million-dollar ARR partnerships against executive turnover.
• Building a Self-Healing Escalation Architecture: Engineering organizational structures, playbook enablement, and front-line empowerment that resolve complex customer issues at the pod level.

Responsibilities

• Serve as the executive leader holding holistic commercial and strategic accountability for the entire Customer Success portfolio, from emerging growth accounts to large strategic enterprises.
• Establish the operational strategy, organizational design, and commercial architecture across all customer pods.
• Own aggregate Net Revenue Retention (NRR), Gross Retention (GRR), expansion pipeline, and customer health at the total book level.
• Set company-wide standards for customer engagement, scale operating models, and act as an executive sponsor for high-stakes commercial relationships.
• Govern two distinct operating models: high-touch, bespoke coverage for enterprise strategic accounts, and a technology-enabled system for high-volume tiers.
• Own the strategy, criteria, and governance for seamless account transitions between tiers.
• Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline generation.
• Serve as the executive escalation point and executive sponsor on strategic, multi-million-dollar accounts.
• Lead the strategic design and resource deployment of customer pods, optimizing headcount, pod alignment, and account load balancing.
• Partner with Pre-Sales and Sales Leadership to ensure seamless, high-value handoffs at contract execution.
• Establish, refine, and enforce operational frameworks for both high-touch strategic accounts and scalable high-volume segments.
• Define business logic, operational triggers, and governance models for accounts moving across tiers.
• Codify, champion, and operationalize "The Amperity Way" customer engagement methodology.
• Model executive-level standard-setting through direct involvement in strategic account reviews, executive briefings (EBCs), and leadership coaching sessions.
• Build, lead, and develop a multi-tiered organization of managers, team leads, Senior CSMs, and Value Consultants.
• Establish hiring standards, performance management, succession planning, and promotion pathways.
• Act as the primary interface representing the Success organization to C-suite leadership, Sales, Product, and Engineering.
• Influence product roadmap priorities based on portfolio trends, systemic risks, and enterprise expansion opportunities.

Benefits

• Comprehensive healthcare coverage with a choice of medical plan options
• Transportation subsidies
• Comfortable work environment with plenty of snacks
• Employee experience programs and perks
• Self-managed PTO
• Flexibility to do your best work in the way that works for you
• Inclusive environment where you'll be challenged to find and unlock your full potential
• Cash incentives
• Stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed