Lead Customer Success Manager

About the role

A Lead Customer Success Manager (CSM) at Amperity plays a critical role in guiding our customers through the entire lifecycle of their engagement with us. Key responsibilities include:

• Developing 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 communicating progress and identifying risks, bringing the right partners to the table as needed.
• Participating in solutioning against customer use cases and goals, becoming a subject matter expert within the Amperity tooling.
• Delivering ROI and value materials, analysis, and metrics to the customer.
• Presenting new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap.
• Monitoring customer performance to contractual agreements to ensure they are hitting their true value of the platform ahead of contract cycles.
• Engaging with late-stage prospects to set expectations and ensure a smooth transition to the post-sales team.
• Building and maintaining strong relationships with key customer stakeholders, especially in the face of internal or external changes.
• Celebrating value unlocks within customer accounts, organizing internal roadshows, creating engaging videos, and delivering personalized notes to reinforce positive results.
• Connecting customers to other customers for value-add conversations.
• Identifying opportunities for upsell, cross-sell, and new use cases, collaborating with Account Executives on the best approach to capture them.
• Surfacing competitive threats to the Account Executives and aligning on a strategy for tackling them.
• Surfacing themes within the customer base (problems, solutions, ecosystem, adoption blockers) to product marketing and product management.

Qualifications

• 12+ years in an enterprise customer success, consulting, or digital transformation role.
• Strong preference for background in data infrastructure or analytics, consumer brands, personalization, paid media, lifecycle marketing, etc.
• 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.
• 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.
• 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.