Director of Customer Value

Join Amperity, a leading customer data platform, as the Director of Customer Value. In this role, you will have holistic commercial and strategic accountability for our entire Customer Success portfolio, spanning emerging growth accounts to multi-threaded strategic enterprises. You will establish the operational strategy, organizational design, and commercial architecture across all customer pods, and own aggregate Net Revenue Retention (NRR), Gross Retention (GRR), expansion pipeline, and customer health at the total book level. You will also lead the strategic design and resource deployment of customer pods, establish operational frameworks for high-touch strategic accounts and scalable high-volume segments, and build and develop a multi-tiered organization of managers, team leads, Senior CSMs, and Value Consultants.

• Establish the operational strategy, organizational design, and commercial architecture across all customer pods, ensuring alignment with company goals.
• Own aggregate Net Revenue Retention (NRR), Gross Retention (GRR), expansion pipeline, and customer health at the total book level, driving financial performance.
• Lead the strategic design and resource deployment of customer pods, optimizing headcount allocation, pod alignment, and account load balancing as client complexity evolves.

• Dual-Model Portfolio Mastery: Proven experience architecting and managing both high-touch enterprise accounts ($1M–$5M+ ARR) and scaled, instrumented high-volume customer segments simultaneously
• Experience & Scale: 12+ years of progressive leadership in SaaS Enterprise Customer Success, Account Management, or Commercial Operations, including 5+ years directly leading leaders (managers, team leads) or senior principal ICs managing enterprise portfolios ($20M+ total ARR)
• AI & Innovation Mindset: Fluency in AI-driven business models and modern data workflows, with a commitment to leveraging AI tools to multiply team productivity and customer value realization
• Executive Presence & Commercial Acumen: Direct track record of navigating complex C-suite relationships, leading Executive Briefing Centers (EBCs), and driving high-stakes enterprise negotiations
• Strategic Talent Management: Broad people-management experience across hiring, leadership coaching, performance management, and career pathing for a multi-disciplinary team
• Operational & Systems Rigor: Demonstrated ability to build health-scoring frameworks, operational telemetry, and standardized playbooks that drive predictable retention across multi-tiered customer bases