SVP, 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 Senior Vice President (SVP) of Customer Success to lead our end-to-end customer experience functions, including implementation, account management, and premium services. This executive will be responsible for driving customer satisfaction, retention, and growth through a high-performing team and by fostering a culture of excellence and accountability.

Interesting Problems

Customer Implementation & Onboarding:

• Oversee the successful onboarding of new customers, ensuring smooth implementation processes that deliver quick time-to-value.
• Design and continuously optimize implementation methodologies and tools to ensure scalability and efficiency.
• Partner with product and engineering teams to align implementation resources with evolving customer needs.

Account Management:

• Lead a team of Account 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.

Premium Services:

• Develop and scale value-added premium service offerings that drive customer ROI and deepen engagement.
• Ensure high-quality delivery of consulting, support, and enablement services to premium clients.
• Monitor service effectiveness and continuously enhance offerings to align with customer expectations and market trends.

Leadership & Strategy:

• Build, mentor, and manage a world-class customer success team.
• 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
• 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, IN, MA, MN, NJ, OH, OR, and TX

Compensation

Base Salary:  $280,000-$300,000. Within our pay range, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equ