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 po