Customer Success Team Lead

Role Overview

We’re looking for a driven and empathetic Customer Success Team Lead to help scale Amplify’s customer success operations and deliver world-class support to our growing portfolio of e-commerce brands. In this role, you’ll lead a team of Customer Success Managers, refine onboarding and retention processes, and ensure our merchants achieve measurable growth through Amplify’s upsell and cross-sell solutions.

This is an ideal position for someone who’s passionate about helping customers succeed, thrives on optimizing systems, and enjoys balancing strategic planning with hands-on execution in a fast-paced, high-growth environment.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Success Managers to ensure exceptional customer experiences and consistent goal achievement.
• Oversee the customer lifecycle, from onboarding to renewal, driving adoption, retention, and expansion.
• Develop and refine playbooks, processes, and metrics to improve customer satisfaction and efficiency.
• Partner with Product, Sales, and Marketing teams to surface customer insights, influence roadmap priorities, and align on company-wide initiatives.
• Identify at-risk accounts and proactively implement strategies to increase engagement and reduce churn.
• Establish scalable systems for tracking key metrics including NPS, churn, and account growth.
• Champion a customer-centric culture across Amplify and continuously raise the bar for excellence in service delivery.

Requirements

• 4+ years of experience in customer success, account management, or client services within a SaaS or e-commerce environment, including 1+ year in a leadership role.
• Strong understanding of e-commerce platforms (especially Shopify) and experience supporting online merchants.
• Excellent communication and interpersonal skills - you build trust quickly and know how to motivate teams and clients alike.
• Proven track record of improving customer retention, driving adoption, and scaling success operations.
• Data-driven mindset with comfort using CRM and CS platforms (e.g., HubSpot, Vitally, or Gainsight).
• Exceptional organizational and leadership skills with the ability to thrive in a fully remote, dynamic startup.

What We Offer

• Competitive compensation and growth opportunities in a fast-scaling startup
• A fully remote work environment with flexible scheduling
• A collaborative, supportive international team culture
• Access to top-tier tools and professional development resources

How to Apply

Please submit your CV along with a short note describing your experience leading customer success teams and supporting e-commerce merchants. Highlight specific examples of programs or initiatives you’ve led that improved customer outcomes or retention.