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Amplemarket · 1 day ago

Head of Customer Success

United States

Full-time

Remote

Director/Executive

6+ years exp

Amplemarket is an innovative company focused on transforming B2B sales through an AI-powered sales platform. They are seeking a Head of Customer Success to lead their Customer Success organization, focusing on customer retention, satisfaction, and revenue growth while ensuring exceptional customer experiences and long-term partnerships.

Artificial Intelligence (AI)CRMInformation TechnologySaaSSalesSoftware

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

Qualification

Customer Success LeadershipB2B SaaS ExperienceData-Driven MindsetCustomer Retention StrategiesCustomer Success ToolsCommunication SkillsTeam DevelopmentFluency in EnglishCross-Functional Collaboration