Vice President of Customer Success, Amperity
$200-270k
+ Cash incentives + Equity grant
More information about location
Customer data platform
Be an early applicant
Customer data platform
201-500 employees
Be an early applicant
$200-270k
+ Cash incentives + Equity grant
More information about location
201-500 employees
Company mission
To help every brand turn complex customer data into business value.
Role
Who you are
- 15+ years experience overseeing Account Management, Customer Success or Sales teams in a SaaS environment with proven experience leading and developing high-performing teams, with a track record of attracting, retaining, and growing top talent
- Proven ability managing a portfolio of large, enterprise-level clients and selling software solutions to C-suite and high-level executives across a wide array of industries
- Experience maintaining and growing broad and deep relationships within customer accounts, particularly with executive management in Marketing and IT
- Must have a strong client focus and relationship-management skills
- Know how to get things done through formal channels and informal networks
- Experience working with Retail or Hospitality brands a plus
- Ability to travel as needed, approximately 50%
What the job involves
- We are seeking an experienced and strategic Vice President (VP) of Customer Success to lead our customer success organization
- This executive will report to the CRO and will be responsible for driving customer satisfaction, retention, and growth through a high-performing team and by fostering a culture of excellence and accountability
- The VP of Customer Success will be instrumental in ensuring our customers realize maximum value from our platform and services, ultimately promoting long-term relationships and expansion opportunities
- Oversee the customer onboarding journey to ensure smooth transitions from implementation to success, focusing on delivering time-to-value quickly and effectively
- Continuously optimize onboarding and success frameworks to ensure scalability, efficiency, and exceptional customer experience
- Collaborate with Product, Sales, and Support teams to align success strategies with customer goals and feedback
- Lead a team of Customer Success Managers responsible for customer relationships, renewals, and expansion opportunities
- Develop and execute strategic account plans to maximize long-term value and minimize churn
- Foster deep relationships with key stakeholders to position the company as a trusted advisor and partner
- Represent the voice of the customer within the organization, ensuring feedback informs product strategy, roadmap planning, and cross-functional initiatives
- Implement and monitor key performance indicators (KPIs) and metrics to track customer health, satisfaction (e.g., NPS), and business outcomes
- Champion customer-centric culture across all departments to ensure a unified and consistent customer experience
- Build, mentor, and manage a world-class customer success team
- Lead, mentor, and develop a high-performing team, fostering an inclusive culture of learning, accountability, and collaboration
- Define and track KPIs and performance metrics across implementation, account management, and premium services
- Represent the voice of the customer in executive-level discussions and strategic planning
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a cohesive customer experience
Our take
Businesses require certain data to build customer loyalty, and Amperity is a company that aims to deliver this data. Its platform combines data from multiple sources into a unified customer profile, allowing its clients to better understand and serve their customers.
Because of the nature of this data, Amperity concentrates on large customer-focused enterprises, with hundreds of clients including Starbucks, Alaska Airlines, Crocs, Under Armour, and Patagonia. Despite competition from the likes of Twilio’s Segment, Epsilon Independent, ActionIQ, and Redpoint Global, Amperity is seen as an established player in the customer data platform market, which is worth more than $4.5 billion.
Following a $100 million funding round, while watching revenue grow 200% in mid-2021, the company hit unicorn status, proceeding to set its sights on international expansion. It has since strengthened its executive team and opened a new office in London - though, like many of its peers, the economic downturn has caused the company to undertake two rounds of layoffs within half a year. Despite this, the company remains positive as it targets new growth and partnerships in Europe.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2021
$100m
SERIES D
Jul 2019
$50m
SERIES C
Total funding: $187m
Company benefits
- Stock options - Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position
- 100% employee healthcare coverage
- 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
Company HQ
Central Business District, Seattle, WA
Leadership
Kabir Shahani
(Co-Founder)They worked as PM of Avanade before co-founding Appature in 2007, where they spent 6 years as CEO. They worked as VP at IMS Health for 2 years before co-founding Amperity in January 2016. Stepped down as CEO in Feb 2022.
Derek Slager
(CTO & Co-Founder)Having worked as a Software Engineer for a decade, they spent 6 years as VP of Development at Appature. They left their IMS Health role in November 2015 to co-found Amperity in January 2016.
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