Lead Customer Success Manager

Amperity • New York, NY

2d • $144,000 - $200,000 • Hybrid

About The Position

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 the customer and the Amperity team towards 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.

Requirements

• Minimum of 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 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.

Responsibilities

• Develop a customer-centric quarterly value roadmap based on the annual strategic direction defined by the Account Executive, 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 ensure the value roadmap drives savings and revenue for the customer, and deliver ROI reporting to the customer
• Present new use cases and platform capabilities to customers that enhance their ability to execute on their 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, 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
• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees