Director, Customer Success

About Amperity—Why This, Why Now

Most customer data is a lie by omission.

Every consumer brand wants to know its customers. Unfortunately, almost none actually do. Data is scattered across a dozen systems, half of it contradicts the other half, and "insights" teams are forced to act on incomplete guesses. We started Amperity ten years ago because that gap—between what a brand believes about its customers and what is true—is the most expensive problem in the industry, and nobody had solved it.

With a lot of hard work and a little bit of luck, we did. Our patented identity resolution takes billions of messy, conflicting records and resolves them into an accurate picture of a real human being—in hours, not months. That’s not a feature; it’s the foundation everything else stands on. It’s why more than 400 brands —like Alaska Airlines, Wyndham Hotels & Resorts, DICK’S Sporting Goods, Virgin Atlantic, and Brooks Running—trust us with the one thing they can’t afford to get wrong, and why IDC named us a Leader in the category in 2026.

Now we’re doing something harder. We’re rebuilding Amperity as an AI-first company—not bolting a chatbot onto old software, but putting agents at the center of how customer data actually gets used. We shipped the industry’s first identity resolution agent, then the first enterprise Customer Data Agent that turns a plain-language question into a live segment without waiting on an engineering queue. The bet underneath all of it is simple, and we think it’s correct: The potential of AI will not be realized for a brand until it’s grounded and activated against a true, unified view of the customer. The market at-large is focused on intelligence, and we are focused on being the ones who can make it trustworthy.

So here’s the honest pitch. If you want a tour of a category that’s already been figured out, this isn’t it. If you want to help decide what the next version of an entire industry looks like—alongside people who are remarkably exceptional at what they do, solving a problem that requires deep, sustained focus—this is one of the few places that work exists. Our goal is to build a highly impactful, generational business.

We measure our success by one standard: whether what we build moves the business. Return on cognition, not return on hype. If that’s how you want to be measured, we would love to speak with you.

The Role

At Amperity, the Director, Customer Success serves as the executive leader holding holistic commercial and strategic accountability for our 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 the 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. Rather than managing from a dashboard, you set company-wide standards for customer engagement, scale our operating models, and step in as executive sponsor on the highest-stakes commercial relationships.

You govern two distinct, harmonized operating models within a single organization: high-touch, bespoke coverage for enterprise strategic accounts, and a technology-enabled, instrumented system built for scale across high-volume tiers. You own the strategy, criteria, and governance that allow accounts to transition seamlessly between these tiers without friction, loss of value, or external handoffs.

Responsibilities

Strategic & Commercial Book Ownership: Assume ultimate accountability for aggregate NRR, GRR, early renewal rates, and expansion pipeline generation across the total portfolio. Serve as the executive escalation point and executive sponsor on strategic, multi-million-dollar accounts.

Organizational Design & Resource Allocation: Lead the 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 to guarantee seamless, high-value handoffs at contract execution.

Dual Operating Model Strategy: Establish, refine, and enforce the operational frameworks for both high-touch strategic accounts (~$1M+ ARR) and scalable high-volume segments. Define the business logic, operational triggers, and governance models for accounts moving across tiers within your organization.

Operational Excellence & The Amperity Way: Codify, champion, and operationalize "The Amperity Way" customer engagement methodology. Model executive-level standard-setting through direct involvement in strategic account reviews, executive briefings (EBCs), and leadership coaching sessions.

Talent Architecture & Organizational Leadership: 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 to foster a high-performance talent bench.

Executive Cross-Functional Partnership: Act as the primary interface representing the Success organization to C-suite leadership, Sales, Product, and Engineering. Influence product roadmap priorities based on portfolio trends, systemic risks, and enterprise expansion opportunities.

Interesting Problems

Architecting Smooth Tier Progression: Designing the quantitative criteria, workflow triggers, and team alignment needed to move scaling accounts into higher-touch operating models smoothly—ensuring account growth feels like an organic partnership milestone rather than a disruptive handoff.

Scaling AI-Driven Customer Operations: Championing AI fluency and automated intelligence systems across the team to multiply pod efficiency and shift proactive insight delivery onto AI-first platforms.

Executive Multi-Threading at Scale: Establishing deep C-suite and board-level relationships across our top enterprise clients to institutionalize relationships and de-risk multi-million-dollar ARR partnerships against executive turnover.

Building a Self-Healing Escalation Architecture: Engineering organizational structures, playbook enablement, and front-line empowerment that resolve complex customer issues at the pod level—measuring leadership effectiveness by the systematic reduction of critical escalations.

Success Measures

Portfolio Financial Metrics: Total Book NRR, Gross Revenue Retention (GRR), and expansion pipeline targets.

Early Renewal Performance: Percentage of total contract renewals finalized 90+ days ahead of expiration.

Strategic Account Health: Zero unplanned churn across accounts >$3M ARR; 100% active executive sponsorship coverage; execution of semi-annual EBC cadences.

Operational Efficiency: Smooth account graduation across service models with zero disruption to client sentiment or team velocity.

Organized Escalation Reduction: Downward trend in unbudgeted leadership escalations due to proactive pod-level governance.

Organizational Health & Bench Strength: Retention of high-performing talent, internal promotion velocity, and successful execution of succession planning.

About You

Experience & Scale: 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).

Dual-Model Portfolio Mastery: Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and scaled, instrumented high-volume customer segments simultaneously.

Executive Presence & Commercial Acumen: Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers (EBCs), and driving high-stakes enterprise negotiations.

Operational & Sy