Customer Success Team Lead at Amplify

, , Canada -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Client Services, E-commerce, Leadership, Communication, Interpersonal Skills, Data-driven Mindset, CRM Platforms, Organizational Skills, Team Motivation, Customer Retention, Onboarding, Upsell Solutions, Cross-sell Solutions, Customer Satisfaction

Industry

Description

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.

Responsibilities

Lead and manage a team of Customer Success Managers to ensure exceptional customer experiences. Oversee the customer lifecycle and develop processes to improve customer satisfaction and efficiency.