Customer Success Team Lead

About AmplifyAt Amplify, we're enabling online merchants to increase their revenue in-store by helping shoppers discover and purchase more products. Amplify is the first complete e-commerce upsell platform. It enables brands to upsell and cross-sell at every stage of the buyer’s journey.Amplify helps e-commerce brands increase their revenue from every store visit by creating rich sales experiences. With the most advanced solution for product deals, discounts engine, and storefront API, Amplify enables brands to dramatically increase their average order value (AOV) and return on investment (ROI).Role OverviewWe’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 resourcesHow to ApplyPlease 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.