Senior Customer Success & Account Manager, Amperity
$115-160k
+ Stock Options
3 days a week in office
Customer data platform
Open for applications
Customer data platform
201-500 employees
Open for applications
$115-160k
+ Stock Options
3 days a week in office
201-500 employees
Company mission
To help every brand turn complex customer data into business value.
Role
Who you are
- 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 value
- 7+ 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 simply
- Collaborative team player with a strong ability to rally and work cross-functionally with internal teams
- Practitioner-level knowledge of martech tools, landscape and workflows
What the job involves
- As a Senior Customer Success Manager (CSM) at Amperity, you will play a critical role in guiding our customers through the entire lifecycle of their engagement with us
- 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
- Develop a customer-centric quarterly value roadmap based on the annual strategic direction defined by the Account Executive, 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 ensure the value roadmap drives savings and revenue for the customer, and deliver ROI reporting to the customer
- Present new use cases and platform capabilities to customers that enhance their ability to execute on their 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, especially in the face of internal or external changes
- Celebrate value unlocks within customer accounts, including organizing internal roadshows, creating engaging videos, and delivering personalized notes to reinforce positive results
- Regularly connect with other vendors and partners within the customer ecosystem to ensure that the end-to-end value chain is working
- Connect customers to other customers for value-add conversations
- Identify opportunities for upsell, cross-sell, and new use cases, and collaborate with Account Executives on the best approach to capture them
- Surface competitive threats to the Account Executives and align on a strategy for tackling them
- Surface themes within the customer base (problems, solutions, ecosystem, adoption blockers) to product marketing and product management
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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