Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Business Expansion Account Management Customer Success Management Cross-Functional Collaboration Customer Success Management Business Analysis Account Management Net Promoter Score Customer Analysis Product Renewals +8 more

Other Skills

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Collaboration
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Communication
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Leadership
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Team Building
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Problem Solving

Roles & Responsibilities

6+ years of experience in Customer Success, including at least 3 years in a leadership role, preferably in a B2B SaaS environment
Proven track record in driving customer retention, expansion, and satisfaction at scale
Strong leadership and team-building skills with the ability to inspire and grow a high-performing CS organization
Data-driven mindset with expertise in CS metrics, CRM tools, and executive-level communication

Requirements:

Lead and develop a high-performing Customer Success team, ensuring revenue and retention goals are met
Own Net Revenue Retention (NRR) targets, proactively reducing churn and driving expansions
Define and execute expansion strategies, optimizing upsell/cross-sell opportunities and aligning with Sales and Marketing
Align with Sales, Product, and Marketing to champion the customer voice, optimize onboarding and long-term engagement, and monitor health to maximize lifetime value

Job description

What is Amplemarket all about?

Amplemarket's premise is that a lot of the playbooks used by B2B sales teams that worked 5 years ago don't cut it anymore.

In today's environment, sales teams need to have a tremendous amount of information about their prospects to decide when is the best moment and channel to reach out in the most relevant way. You can't do this with 5 different data/sales enablement point solutions that don't share the same data schema and barely communicate with each other. Amplemarket is the all-in-one compound solution that enables this.

Our AI-powered sales platform helps B2B companies generate more opportunities thanks to our advanced lead generation engine, hyper-personalized sequencing, omnichannel outreach, and AI-powered smart actions. We are backed by Y Combinator, and we are powering the sales teams at some of the fastest-growing companies in the world like Deel, Moveworks, H1 and Vanta.

Amplemarket is seeking a dynamic and experienced Head of Customer Success to lead and scale our Customer Success organization. You will be responsible for driving customer retention, satisfaction, and revenue growth by overseeing the development and execution of both customer success and account management strategies.
Your mission will be to ensure that Amplemarket delivers an exceptional experience to our customers, leading to long-term partnerships and expansion opportunities.

You will:

Lead and develop a high-performing Customer Success team, ensuring revenue and retention goals are met.
Own Net Revenue Retention (NRR) targets, proactively reducing churn and driving expansions.
Implement structured expansion strategies and optimize upsell/cross-sell opportunities.
Define and execute a structured expansion strategy, ensuring CSMs proactively identify and close expansion opportunities. Work cross-functionally with Sales & Marketing to optimize expansion playbooks.
Align with Sales, Product, and Marketing to champion the customer voice and maximize engagement.
Optimize customer journeys, enhancing onboarding, adoption, and long-term success.
Monitor customer health, proactively preventing churn and maximizing lifetime value.
Leverage data insights and customer feedback to drive continuous improvement.
Improve Net Promoter Score (NPS) by enhancing customer experience and advocacy.
Drive multi-year renewals, case studies, and scalable advocacy programs.
Enhance CS processes and automation to scale retention and expansion efforts.

Who we’re looking for:

6+ years of experience in Customer Success, with at least 3 years in a leadership role, preferably in a B2B SaaS environment.
Proven track record in driving customer retention, expansion, and satisfaction at scale.
Strong leadership skills with the ability to inspire and grow a high-performing team.
Data-driven mindset with expertise in tracking, measuring, and acting on customer success and account management metrics.
Exceptional communication skills and experience working with C-level executives.
Ability to thrive in a fast-paced, high-growth environment.
Experience with customer success tools, CRMs, and account management best practices.
Fluency in English is required.

A little more about Amplemarket:

We are a post-Series A start-up
We are backed by YCombinator
Fast growing startup with product market fit
Founders also created https://fermatslibrary.com
You can listen more about us here: https://bit.ly/2W7fVDR

We offer:

Nice work environment
Competitive Salary
Health Insurance
Stock Options
Annual Company Trip in a secret location
and more!

Amplemarket is committed to creating an inclusive employee experience for all.

Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of innovators, we firmly believe that what truly matters is how your skills, knowledge and personality fit our company. So bring your best professional version of yourself, and apply - we'd like to hear from you!

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