Lead Customer Success Manager

Amperity • New York, NY

8d • $144,000 - $198,000 • Hybrid

About The Position

Amperity is an AI-first company that has solved the problem of scattered and conflicting customer data by using patented identity resolution to create an accurate picture of a customer. They are looking for a Lead Customer Success Manager to guide customers through their entire engagement lifecycle, ensuring they achieve their goals and derive long-term value from the platform. This role involves acting as a strategic partner, collaborating with customers to define success, drive adoption, and manage ongoing relationships. The company is focused on building a generational business and measuring success by business impact rather than hype.

Requirements

• 12+ years in an enterprise customer success, consulting, or digital transformation role.
• Proven track record of supporting large organizations, including Fortune 100 companies.
• Understanding of Marketing Technology and Solution Architecture.
• 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.

Nice To Haves

• Background in at least one of the following areas: Data infrastructure or analytics, Consumer brands, Personalization, paid media, lifecycle marketing etc.

Responsibilities

• Develop a customer-centric position in all discussions based on the annual strategic direction defined by the Account Executive, establishing clear milestones and mutual expectations showing the total value Amperity provides to their business.
• 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.
• Be a subject matter expert (Be In Platform!) within the Amperity tooling around value-driving use cases to be knowledgeable and supportive in customer discussions around business performance.
• Drive Monthly Business Reviews (MBRs) and Executive Business Value discussions collaborating with your Account Executive and Services teams to execute.
• Collaborate with internal teams to ensure the motions of both Amperity and the customer tie to revenue.
• Deliver ROI and value materials, analysis and metrics as needed to the customer with always having a point of view on how we position the business.
• Present new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap.
• Monitor customer performance to contractual agreements to make sure they are hitting their true value of the platform ahead of contract cycles.
• 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

• 100% employee healthcare coverage
• transportation subsidies
• a comfortable work environment with plenty of snacks
• employee experience perks like events and activities, both in-person and remote
• self-managed PTO
• flexibility to do your best work in the way that works for you
• 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
• Cash incentives
• Stock Options

What This Job Offers

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