Summary
Customer Success is the center of how we keep and grow the relationships the business runs on. This role leads that team, owns our retention number, and shapes how Customer Success works here as the company grows.
You lead our Customer Success Managers and Analysts directly and partner closely with Sales, Product, Engineering, and Data Science to keep customers successful. We hire for the person, not the résumé checklist: we would rather bring on a sharp, motivated leader and teach them the energy markets than hold out for someone who looks perfect on paper.
Job Overview
- Job type: Full time/ Part time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: Competitive pay
- Employer: Amperon
Responsibilities
- Leading, coaching, and developing the Customer Success Managers and Analysts. Hiring, growing, and getting the best out of each of them. This is the heart of the job.
- Owning the entire customer book. Your team manages sections day to day; every account rolls up to you, and you stay close to the ones that matter most.
- Owning gross dollar retention (GDR), the number you are measured on: customer health, success plans, interventions, and quarterbacking every renewal. Sales runs the commercial close; you run the retention play behind it.
- Reading retention risk before it surfaces in a renewal, mobilizing to fix it, and giving Sales and Finance a read they can fold into the forecast they own.
- Partnering with Sales on expansion: spotting and qualifying growth signals, handing them pipeline they can act on, and planning and running renewals together.
- Being the voice of the customer inside Amperon: turning real usage and feedback into a direct line to Product and Markets & Technical Services.
- Modernizing how the team works: sharpening health scoring, the retention motion, and the tooling, and bringing AI into the CS playbook as the business grows.
What Success Looks Like
In your first 90 days
- You know our customers, our product, the market, and your team.
- You have assessed the book (health and retention risk, account by account) and given Sales and Finance a read they can trust.
- The team feels steady under you, and you have a clear plan to strengthen retention.
In your first 12 months
- Industry-leading GDR, and an NDR number you and Sales hit together.
- A healthier, better-instrumented book and a stronger, more capable team.
- A steady flow of qualified expansion pipeline for Sales.
- A sharper, more modern CS motion (with AI doing real work in it).
Requirements
- Led and coached a Customer Success and/or Account Management team (3+ years managing people, across a couple of roles).
- Owned a retention or churn number in B2B SaaS or Data-as-a-Service, and partnered with Sales on renewals and expansion. You read account health early and act on it.
- Strong commercial instincts: you understand retention economics and recognize an expansion opportunity when you are in a customer conversation.
- Worked across teams without needing authority to do it (with Product, Engineering, and Data Science).
- Executive presence when an account calls for it, and ease in the weeds with the people who use the product every day.
- Comfort with data: enough fluency with the tools your team lives in (SQL, Python, Snowflake) to lead well in a data-science product.
- Fluency using AI tools like Claude or ChatGPT to work faster, and the instinct to push your team to do the same.
- Energy or electricity-markets background is a real plus, but we will teach the domain to the right leader.
- We care more about how you have led than how big your past accounts were.
Benefits & Perks
While we are serious about our company’s culture, we aren’t going to force “culture” to prove that we are cool and fun. Amperon is a company filled with smart, genuinely nice individuals who are passionate about data science, energy and working together to build a product that can have a lasting impact on our planet.
- Competitive salary plus stock option package.
- Medical, dental and vision insurance
- Family planning benefits through Carrot which includes IVF plus preservation treatments, adoption and gender affirming care
- Annual company retreat – e still believe human interaction is a good thing
- 401(k) – we offer it, though we don’t currently match contributions
- Flexible PTO policy – take what you need, when you need it
- Remote first work environment