Senior Customer Success Manager

Amperity • New York City, NY

19h • $120,000 - $160,000 • Hybrid

About The Position

At Amperity , we’re an AI-first company helping the world’s leading brands create personalized customer experiences that build loyalty and fuel growth. Our AI-powered Customer Data Cloud, built on multi-patented technology, enables more than 400 global brands , including Alaska Airlines, Wyndham Hotels & Resorts, and DICK’S Sporting Goods, to turn customer data into a competitive advantage. We unlock the full value of customer data with simplicity and speed. AI is at the core of our platform and the way we work — from powering advanced identity resolution and predictive analytics to streamlining internal workflows and decision-making. It’s not just a capability; it’s part of our DNA. Our team thrives on curiosity, collaboration, and transparency, fostering a culture where everyone can contribute, learn, and grow. We welcome talented individuals from diverse backgrounds to help us remove data bottlenecks, accelerate business impact, and push the boundaries of what AI can do for the world’s most innovative companies. With offices in Seattle, New York City, London, and Melbourne, you’ll join a fast-growing team tackling critical challenges at the intersection of AI, data, and customer experience. Ready to make an impact? Let’s talk. The Role As a Customer Success Manager 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 business 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. Interesting Problems Customer Adoption of the Amperity Platform 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 Customer Health and Growth 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 Customer Advocacy and Relationship Building 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 Collaboration and Internal Communication 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)

Requirements

• 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

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)

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees