Head of Customer Success

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.

Responsibilities:

• 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.

Requirements:

• 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!