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Director of Customer Success
Amper Technologies
Customer Service, Sales & Business Development
Chicago, IL, USA
Posted on Dec 8, 2024
About Us: Amper (www.amper.xyz) is a fast-growing SaaS company providing innovative solutions for manufacturing visibility. Our mission is to empower manufacturers with real-time insights, helping them optimize operations, reduce downtime, and enhance efficiency. As we continue on our journey of rapid growth, we're looking for a passionate and customer-focused Director of Customer Success to lead our Customer Success function.
Role Overview: The Director of Customer Success will be responsible for ensuring customer retention, driving product adoption, and fostering customer growth. This role will involve strategic leadership as well as hands-on management to drive our customer success initiatives. You will work cross-functionally to ensure that our customers derive maximum value from Amper's solutions, achieve their business goals, and become long-term partners.
What You'll Do:
Retention & Growth: Develop and execute strategies to ensure high customer retention, increased product adoption, and growth opportunities within existing accounts.
Customer Onboarding & Implementation: Oversee customer onboarding and implementation processes, ensuring customers get a seamless start with our solutions. This process is managed in conjunction with our Customer Success Engineers.
Customer Advocacy: Cultivate relationships with key customers, acting as a trusted advisor and advocating on their behalf within Amper.
Metrics & Reporting: Monitor key customer success metrics, including churn, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo Retention, Site Retention, and Customer Satisfaction (CSAT). Report results to the executive team and identify actionable insights.
Team Development: Mentor and develop the Customer Success, Account Management, and Implementation teams, building a culture focused on proactive customer engagement and excellence.
Cross-Functional Collaboration: Collaborate with Sales, Product, Engineering, and Marketing teams to ensure customer feedback is considered in the product roadmap and that customers are always getting the best experience possible.
Who You Are:
Experienced Customer Leader: You have 7-10 years of experience in Customer Success or Account Management roles, with a minimum of 3 years in a leadership position, ideally in a SaaS environment.
Customer-Centric: You are deeply passionate about customer success, always putting the customer’s needs first and ensuring they derive maximum value from the product.
Data-Driven: You are comfortable analyzing data to inform decision-making, identify trends, and shape strategies for retention and growth.
Growth-Oriented: You have a track record of driving expansion within existing customer accounts, leveraging insights and strong relationships.
Process Focused: You excel at designing and optimizing processes that improve the customer journey, from onboarding to ongoing support.
Collaborative Leader: You are effective at working cross-functionally to align teams on common goals and deliver exceptional customer experiences.
Qualifications:
7-10 years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership capacity.
Proven experience managing and scaling customer success teams in a SaaS environment.
Strong understanding of onboarding, implementation, and account management best practices.
Experience in the manufacturing sector or selling into industrial environments is a plus.
Excellent communication and relationship-building skills, with the ability to influence at all levels of an organization.
Why Join Us?
Be part of a company that is transforming the manufacturing industry through data and technology.
Shape and lead the customer success function at a rapidly growing company with ambitious growth targets.
Work with a collaborative and innovative team that is passionate about making a difference.
Enjoy a culture that values transparency, teamwork, and a customer-first mindset.