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Salary: USD 158,000 - 217,000 / annual
Amperity is an AI-first customer data platform that resolves billions of messy, conflicting customer records into accurate unified profiles. The company serves 400+ brands including Alaska Airlines, Wyndham Hotels, DICK'S Sporting Goods, and Virgin Atlantic, and was named a Leader by IDC in 2026. Amperity is rebuilding itself around AI agents—starting with identity resolution agents and enterprise Customer Data Agents that turn plain-language questions into live segments without engineering queues.
The Director, Customer Success is the executive leader holding holistic commercial and strategic accountability for the 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 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.
Key responsibilities include:
- Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline generation across the total portfolio; serve as executive escalation point and sponsor on strategic, multi-million-dollar accounts.
- Lead 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 on seamless handoffs.
- Establish and enforce operational frameworks for both high-touch strategic accounts (~$1M+ ARR) and scalable high-volume segments; define business logic, operational triggers, and governance models for accounts moving across tiers.
- Codify and operationalize "The Amperity Way" customer engagement methodology; model executive-level standard-setting through direct involvement in strategic account reviews, executive briefings, and leadership coaching.
- 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.
- Act as primary interface representing the Success organization to C-suite leadership, Sales, Product, and Engineering; influence product roadmap priorities based on portfolio trends and enterprise expansion opportunities.
Interesting problems include architecting smooth tier progression for scaling accounts, scaling AI-driven customer operations across the team, establishing deep C-suite relationships at top enterprise clients, and engineering organizational structures that resolve complex customer issues at the pod level.
Success is measured by: total book NRR and GRR targets, percentage of renewals finalized 90+ days ahead of expiration, zero unplanned churn across accounts >$3M ARR with 100% active executive sponsorship coverage, smooth account graduation across service models, downward trend in unbudgeted leadership escalations, and strong organizational health with high retention and internal promotion velocity.
Amperity operates on a hybrid model with four in-office days per week and one designated remote workday on Wednesdays.
REQUIREMENTS:
- 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).
- Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and scaled, instrumented high-volume customer segments simultaneously.
- Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers (EBCs), and driving high-stakes enterprise negotiations.
- Demonstrated ability to build health-scoring frameworks, operational telemetry, and standardized playbooks that drive predictable retention across multi-tiered customer bases.
- Broad people-management experience across hiring, leadership coaching, performance management, and career pathing for a multi-disciplinary team.
- Fluency in AI-driven business models and modern data workflows, with commitment to leveraging AI tools to multiply team productivity and customer value realization.
