Lead Customer Success Manager

About this role

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

As a Lead 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. A great customer success manager has a deep understanding of customer adoption and usage, and pushes both the customer and the Amperity team toward activities that drive value. 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.

Interesting Problems

Customer Adoption of the Amperity Platform

• Develop a customer-centric position in all discussions based on the annual strategic direction defined by the Account Executive, establishing clear milestones and mutual expectations showing the total value Amperity provides to their business

• 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

• Be a subject matter expert (Be In Platform!) within the Amperity tooling around value-driving use cases to be knowledgeable and supportive in customer discussions around business performance

Customer Health and Growth

• Drive Monthly Business Reviews (MBRs) and Executive Business Value discussions collaborating with your Account Executive and Services teams to execute.

• Collaborate with internal teams to ensure the motions of both Amperity and the customer tie to revenue.

• Deliver ROI and value materials, analysis and metrics as needed to the customer with always having a point of view on how we position the business

• Present new use cases and platform capabilities to customers that enhance their ability to execute on their value roadmap

• Monitor customer performance to contractual agreements to make sure they are hitting their true value of the platform ahead of contract cycles

Customer Advocacy and Relationship Building

• 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

Collaboration and Internal Communication

• 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

About You

• 12+ 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 tra

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