VP, Customer Success

At Amperity, we’re an AI-first company helping the world’s leading brands create personalized customer experiences that build loyalty and fuel growth. Our AI-powered Customer Data Cloud, built on multi-patented technology, enables more than 400 global brands, including Alaska Airlines, Wyndham Hotels & Resorts, and DICK’S Sporting Goods, to turn customer data into a competitive advantage.

We unlock the full value of customer data with simplicity and speed. AI is at the core of our platform and the way we work — from powering advanced identity resolution and predictive analytics to streamlining internal workflows and decision-making. It’s not just a capability; it’s part of our DNA.

Our team thrives on curiosity, collaboration, and transparency, fostering a culture where everyone can contribute, learn, and grow. We welcome talented individuals from diverse backgrounds to help us remove data bottlenecks, accelerate business impact, and push the boundaries of what AI can do for the world’s most innovative companies.

With offices in Seattle, New York City, London, and Melbourne, you’ll join a fast-growing team tackling critical challenges at the intersection of AI, data, and customer experience. Ready to make an impact? Let’s talk.

The Role

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.

Interesting Problems

Customer Onboarding:

• 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.

Customer Success:

• 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.

Customer Advocacy & Experience:

• 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

Leadership & Strategy:

• 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.

About You

• 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%

Location

We have a hybrid work model for employees based in Seattle, WA, and New York, NY, with three days in the office days each week, providing a mix of in-person collaboration and remote flexibility

We will also consider fully remote in CA, CO, FL, GA, IL, MA, MN, NJ, OH, OR, and TX

Compensation

Base Salary: $200,000-$270,000. Individual compensation within this range will depend on several factors, including your skills, experience, education/training, and the level at which you join. We also consider internal equity, market conditions, and overall business needs.

Cash Incentives: Cash incentives are also available.

Stock Options: The opportunity for ownership is an exciting part of Amperity’s total compensation package. Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position.

Benefits

We offer all the benefits you'd expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. For more details on our benefits, please see our US Benefits & Perks Guide.

Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.