Customer Success Manager

About the Role

Drive customer outcomes, retention, and expansion for larger, higher-touch customer accounts with greater complexity and revenue potential. As a Customer Success Manager for Amper FactoryOS, you'll serve as a trusted advisor to both executive and operational stakeholders, owning success planning, engagement strategy, and long-term value realization. This role requires strong judgment, executive presence, and the ability to manage complex customer environments while influencing outcomes across multiple stakeholders.

Essential Job Duties

• Own a portfolio of larger, higher-complexity customer accounts totaling approximately $2M in ARR
• Serve as the primary point of contact for customers with higher expectations and more complex success needs
• Develop and execute customized success plans, including maturity modeling and outcome tracking
• Lead monthly customer meetings and formal QBRs with executive and operational stakeholders
• Own retention outcomes by proactively identifying and mitigating churn risk
• Identify same-site and multi-site growth opportunities and partner with Sales to generate Customer Success Qualified Leads (CSQLs)
• Monitor adoption, engagement, and value realization metrics to ensure customers achieve measurable business outcomes
• Collaborate closely with Sales, Product, Support, and Implementation teams to align strategy and execution
• Act as a strong internal advocate for customers, ensuring issues, risks, and opportunities are addressed effectively
• Capture strategic customer feedback to inform product roadmap and continuous improvement initiatives

Required Education

Bachelor's Degree

Preferred Education

Bachelor's Degree in Business, engineering, or a related field

Experience

• 3–5 years of relevant experience
• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Proven experience managing complex, high-touch customer relationships
• Experience working with manufacturers or industrial technology customers strongly preferred

Knowledge, Skills, and Abilities

• Executive-level communication and presentation skills
• Strong stakeholder management and relationship-building capabilities
• Analytical mindset with the ability to translate data into actionable insights
• Ability to negotiate, influence, and guide customer decision-making
• Highly organized with the ability to manage complex, multi-threaded accounts
• Proficiency with SaaS platforms, CRM systems, and modern productivity tools
• Comfortable operating in a fast-paced, evolving, high-growth environment
• Ability to travel to industry and department events 5-10 times per year