Director of Customer Success

Amperity; New York (NY); Híbrido; USD 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Transportation subsidies

Snacks provided

Events and activities (in-person &

Self-managed PTO

Flexible work style

Inclusive environment

World-class people

100% healthcare coverage

Stock options

Descripción de la vacante

Amperity is seeking a Director, Customer Success to lead the entire CS portfolio, from mid-sized growth accounts to multi-million-dollar strategic enterprises. You will establish the operational strategy, design the organizational structure, and govern commercial architecture across all customer pods.

You will own NRR, GRR, and expansion pipeline while setting company-wide engagement standards, scaling operating models, and acting as executive sponsor for high-stakes relationships.

Formación

• 12+ years of progressive leadership in SaaS Enterprise Customer Success
• Experience leading leaders (managers, team leads) or senior ICs managing enterprise portfolios
• Fluency in AI-driven business models and modern data workflows

Responsabilidades

• Own aggregate NRR, GRR, expansion pipeline, and customer health across the portfolio
• Set company-wide standards for customer engagement and scalable operating models
• Act as executive sponsor on strategic, multi-million-dollar accounts
• Lead design and deployment of two harmonized operating models: high-touch and scalable high-volume
• Partner with Sales, Product, and Engineering for portfolio strategic alignment

Conocimientos

Executive leadership

Strategic leadership

Executive presence

AI fluency

SaaS customer success

Descripción del empleo

• At Amperity, the Director, Customer Success serves as the executive leader holding holistic commercial and strategic accountability for our entire Customer Success portfolio—spanning emerging $200K growth accounts to $4.5M+ multi-threaded strategic enterprises
• Reporting directly to CS Executive Leadership, you will establish the operational strategy, organizational design, and commercial architecture across all customer pods
• You own aggregate Net Revenue Retention (NRR), Gross Retention (GRR), expansion pipeline, and customer health at the total book level
• Rather than managing from a dashboard, you set company-wide standards for customer engagement, scale our operating models, and step in as executive sponsor on the highest-stakes commercial relationships
• You govern two distinct, harmonized operating models within a single organization: high-touch, bespoke coverage for enterprise strategic accounts, and a technology-enabled, instrumented system built for scale across high-volume tiers
• You own the strategy, criteria, and governance that allow accounts to transition seamlessly between these tiers without friction, loss of value, or external handoffs
• Strategic & Commercial Book Ownership: Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline generation across the total portfolio. Serve as the executive escalation point and executive sponsor on strategic, multi-million-dollar accounts
• Organizational Design & Resource Allocation: Lead the strategic design and resource deployment of customer pods. Optimize headcount allocation, pod alignment, and account load balancing as client complexity evolves. Partner with Pre-Sales and Sales Leadership to guarantee seamless, high-value handoffs at contract execution
• Dual Operating Model Strategy: Establish, refine, and enforce the operational frameworks for both high-touch strategic accounts (~$1M+ ARR) and scalable high-volume segments. Define the business logic, operational triggers, and governance models for accounts moving across tiers within your organization
• Operational Excellence & The Amperity Way: 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
• Talent Architecture & Organizational Leadership: 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 to foster a high-performance talent bench
• Executive Cross-Functional Partnership: 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
• Interesting Problems:
• Architecting Smooth Tier Progression: Designing the quantitative criteria, workflow triggers, and team alignment needed to move scaling accounts into higher-touch operating models smoothly—ensuring account growth feels like an organic partnership milestone rather than a disruptive handoff
• 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 our 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—measuring leadership effectiveness by the systematic reduction of critical escalations
• Success Measures:
• Portfolio Financial Metrics: Total Book NRR, Gross Revenue Retention (GRR), and expansion pipeline targets
• Early Renewal Performance: Percentage of total contract renewals finalized 90+ days ahead of expiration
• Strategic Account Health: Zero unplanned churn across accounts >$3M ARR; 100% active executive sponsorship coverage; execution of semi-annual EBC cadences
• Operational Efficiency: Smooth account graduation across service models with zero disruption to client sentiment or team velocity
• Organized Escalation Reduction: Downward trend in unbudgeted leadership escalations due to proactive pod-level governance
• Organizational Health & Bench Strength: Retention of high-performing talent, internal promotion velocity, and successful execution of succession planning

Benefits

• Transportation subsidies
• A comfortable work environment with plenty of snacks
• Events and activities, both in-person and remote
• Self-managed PTO
• The 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
• World-class people driving for excellence
• 100% employee healthcare coverage
• Stock options

• Dual-Model Portfolio Mastery: Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and scaled, instrumented high-volume customer segments simultaneously
• Experience & Scale: 12+ years of progressive leadership in SaaS Enterprise Customer Success, Account Management, or Commercial Operations, including 5+ years directly leading leaders (managers, team leads) or senior principal ICs managing enterprise portfolios ($20M+ total ARR)
• AI & Innovation Mindset: 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
• Executive Presence & Commercial Acumen: Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers (EBCs), and driving high-stakes enterprise negotiations
• Strategic Talent Management: Broad people-management experience across hiring, leadership coaching, performance management, and career pathing for a multi-disciplinary team
• Operational & Systems Rigor: Demonstrated ability to build health-scoring frameworks, operational telemetry, and standardized playbooks that drive predictable retention across multi-tiered customer bases