Director of Customer Success, Amper
Machine monitoring for precision manufacturers
Be an early applicant
Machine monitoring for precision manufacturers
21-100 employees
Be an early applicant
21-100 employees
Company mission
To help manufacturers improve efficiency and customer satisfaction using real-time operational data.
Role
Who you are
- Experienced Customer Leader: You have 7-10 years of experience in Customer Success or Account Management roles, with a minimum of 3 years in a leadership position, ideally in a SaaS environment
- Customer-Centric: You are deeply passionate about customer success, always putting the customer’s needs first and ensuring they derive maximum value from the product
- Data-Driven: You are comfortable analyzing data to inform decision-making, identify trends, and shape strategies for retention and growth
- Growth-Oriented: You have a track record of driving expansion within existing customer accounts, leveraging insights and strong relationships
- Process Focused: You excel at designing and optimizing processes that improve the customer journey, from onboarding to ongoing support
- Collaborative Leader: You are effective at working cross-functionally to align teams on common goals and deliver exceptional customer experiences
- Proven experience managing and scaling customer success teams in a SaaS environment
- Strong understanding of onboarding, implementation, and account management best practices
- Experience in the manufacturing sector or selling into industrial environments is a plus
- Excellent communication and relationship-building skills, with the ability to influence at all levels of an organization
What the job involves
- As we continue on our journey of rapid growth, we're looking for a passionate and customer-focused Director of Customer Success to lead our Customer Success function
- The Director of Customer Success will be responsible for ensuring customer retention, driving product adoption, and fostering customer growth
- This role will involve strategic leadership as well as hands-on management to drive our customer success initiatives
- You will work cross-functionally to ensure that our customers derive maximum value from Amper's solutions, achieve their business goals, and become long-term partners
- Retention & Growth: Develop and execute strategies to ensure high customer retention, increased product adoption, and growth opportunities within existing accounts
- Customer Onboarding & Implementation: Oversee customer onboarding and implementation processes, ensuring customers get a seamless start with our solutions. This process is managed in conjunction with our Customer Success Engineers
- Customer Advocacy: Cultivate relationships with key customers, acting as a trusted advisor and advocating on their behalf within Amper
- Metrics & Reporting: Monitor key customer success metrics, including churn, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo Retention, Site Retention, and Customer Satisfaction (CSAT). Report results to the executive team and identify actionable insights
- Team Development: Mentor and develop the Customer Success, Account Management, and Implementation teams, building a culture focused on proactive customer engagement and excellence
- Cross-Functional Collaboration: Collaborate with Sales, Product, Engineering, and Marketing teams to ensure customer feedback is considered in the product roadmap and that customers are always getting the best experience possible
Our take
Global supply chain constraints have only accentuated the pressure on manufacturing shop floor managers to avoid every possible minute of downtime. That pressure to avoid losing money has driven demand for real-time analytics of manufacturing machinery, which Amper hopes to help with.
Amper’s IoT technology enables a self-installed industrial monitoring solution for manufacturing managers. The company prioritizes ease-of-use for its customers, allowing them to set up their devices in minutes and monitor their machines from an intuitive dashboard. The vision for the startup is to go beyond the monitoring of relatively basic machinery metrics and build out a holistic IoT-based ‘FactoryOS’.
The challenge for the startup will be competing in a crowded IoT market. Having said that, its proven ability to quickly adjust its strategy has helped it gain solid funding. The fact that Amper's technology shifts to fit the real needs of its customers will surely stand it in good stead as it expands its horizons.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Mar 2022
$11m
SERIES A
Total funding: $11m
Company benefits
- Unlimited PTO, 2-week minimum
- 401(k) plan
- Health insurance (medical, vision, and dental)
- Team outings, group lunches, an open office, happy hours
- Flexible work schedule
- Remote possibilities
Company values
- Obsess over our customers’ success - Our customers are at the heart of everything we do. We celebrate them. We take care of them. We maximize our impact on their business to create long-term and sustainable value
- Embrace reality - We get to the truth and then we embrace it. We stay grounded in the facts. We solve problems with data—and by going towards the pain. We don’t avoid it
- Build for the long term - We work hard to be the best version of ourselves. Each person is committed to raising the standard through their contributions to the team
- Insist on the highest standards - We invest in compounding and sustainable systems that can easily be iterated on and made to last. Success is a process, not a destination, and we document every step
- Encourage extreme ownership and a bias for action - We hold ourselves accountable for the outcomes and consequences of our actions. We take action to solve problems and don’t wait for consensus
- Be lean - We always strive to accomplish more with less. We celebrate that constraints engender resourcefulness, self-sufficiency, and invention
Company HQ
River West, Chicago, IL
Articles
Leadership
Akshat Thirani
(CEO)Graduated from Northwestern University with a degree in Computer Science.
Philip House
(CTO)Graduated from Northwestern University with a degree in Computer Science. Also worked briefly as a software engineer at Sprout Social in Chicago.
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