Customer Success Manager

Amphenol Corporation; Santa Clara (CA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Amphenol Corporation is seeking a senior Customer Success Manager for Cable Backplane Systems in a hybrid role based in Santa Clara, CA, with domestic and international travel. You will own the customer experience, drive cross-functional collaboration, and implement health-score metrics for strategic accounts.

The role requires 10+ years in customer-facing technical roles, strong escalation management, and proficiency with CRM and analytics tools.

Qualifications

• Bachelor's degree in Engineering or related technical discipline; advanced degree a plus.
• Proven experience in customer-facing roles with executive stakeholder communication.
• Experience with root cause analysis and coordinating with engineering, quality, and manufacturing teams.

Responsibilities

• Own the operational customer experience for strategic accounts during Mass Production.
• Establish and maintain a customer health scorecard and monitor signals and metrics.
• Lead cross-functional escalations end-to-end and coordinate resolution with internal teams.
• Plan and facilitate QBRs and QQRs with senior stakeholders; translate findings into improvements.
• Coordinate RMA status communication and failure-analysis updates with Quality and Engineering.
• Capture Voice of Customer and translate into Product/Operations improvements.
• Track KPI/SLO/SLA performance and maintain auditable reports for accountability.
• Onboard customers pre-Mass Production and build escalation processes for MP launch.
• Collaborate with Field Service on account coverage and customer engagements.
• Apply AI-enabled tooling to automate health insights and scale management.

Skills

Cross-functional coordination

Crisis leadership

Executive stakeholder communication

Data-driven decision making

AI tools familiarity

CRM tools

Travel willingness

Education

Bachelor's degree in Engineering or related field

Advanced degree preferred

Tools

Salesforce

Jira

Smartsheet

Microsoft Office

Job description

Amphenol Communications Solutions (ACS), a division of Amphenol Corporation, is a world leader in interconnect solutions for Communications, Mobile, RF, Optics, and Commercial electronics markets. Amphenol Corporation is one of the world’s largest designers and manufacturers of electrical, electronic and fiber optic connectors and interconnect systems, antennas, sensors and sensor-based products and coaxial and high-speed specialty cable. ACS has an expansive global presence in research and development, manufacturing, and sales. We design and manufacture a wide range of innovative connectors as well as cable assemblies for diverse applications including server, storage, data centre, mobile, RF, networking, industrial, business equipment, and automotive.

Position: Customer Success Manager – Cable Backplane Systems

Location: Santa Clara, CA or Valley Green, PA (Harrisburg area); hybrid with domestic and international travel

Amphenol High Speed Products Group is the market leader for high speed, high bandwidth electrical connectors and cable assemblies for the Telecom/Datacom market (AI hardware, Mobile Networks, Storage, Servers, Routers, Switches, etc.). Our products help to enable the electronics revolution and remain a key enabler for all the major Tier 1 OEMs and hyperscalers globally. Our global headquarters are located in Nashua, NH and we have design, sales and manufacturing locations globally.

The Cable Backplane Systems (CBS) team is establishing a Customer Success organization accountable for the operational customer experience as our products move into Mass Production. The Customer Success Manager (CSM) is the customer's operational advocate and the single point of coordination across Sales, Program Management, Product Line Management, Demand Management, Quality, Engineering, Operations, and Field Service. This is a senior, customer-facing role serving strategic hyperscale and AI-infrastructure accounts, and it pairs closely with our Field Service Engineering team supporting system integrators (ODM/JDM/CM) worldwide.

Responsibilities

• Own the operational customer experience for one or more strategic accounts during Mass Production, ensuring the customer experiences Amphenol as a single, coordinated organization.
• Establish and maintain a customer health scorecard (deployed in our Single Pane of Glass platform); monitor health signals, usage and operational metrics, and support trends to identify risk early and drive proactive intervention.
• Lead cross-functional customer escalations end-to-end: assemble the right internal team, drive containment and resolution, manage executive-level communication, and track all action items to closure.
• Plan and facilitate Quarterly Business Reviews (QBR) and Quarterly Quality Reviews (QQR) with senior customer stakeholders; coordinate inputs from Quality, Engineering, Operations, and Field Service, and convert findings into operational improvement plans.
• Coordinate RMA status communication and customer-facing failure-analysis (FA) and corrective-action (8D) updates, partnering with Quality and Engineering who own the technical investigation and conclusions.
• Capture and route Voice of Customer to Product Line Management, Engineering, and Operations; ensure recurring pain points and repeat escalations are reviewed and addressed.
• Track customer KPI, SLO, and SLA performance; maintain auditable reporting to protect both the customer relationship and Amphenol's commitments.
• Onboard ahead of Mass Production for new programs: build the customer's SPOG profile, establish the escalation process, align the RMA process, conduct launch readiness reviews, and build internal and external relationships — targeting full engagement at MP launch.
• Pair with the assigned Field Service Engineer(s) on account coverage: the CSM leads the business relationship (scorecard, QBR/QQR, escalations) while Field Service leads the technical relationship at integrator sites (Quarterly Engineering Reviews, on-site containment, deployed diagnostics).
• Apply data-driven and AI-enabled tooling to automate health insights, prioritize accounts, and scale proactive account management.
• Mentor Customer Operations Advocates (COA) and contribute to Customer Success playbooks, processes, and best practices as the team grows.

Qualifications

• Bachelor's degree in Engineering or a related technical discipline (advanced degree a plus), with 10+ years in customer-facing technical roles such as customer success, technical support/escalation leadership, service delivery, or technical account management.
• Proven experience leading high-severity escalations and critical incident management for strategic enterprise, hyperscale, or service-provider accounts, including executive stakeholder communication under pressure.
• Hands‑on experience with root cause analysis and failure‑analysis coordination; able to engage credibly with engineering, quality, and manufacturing teams while keeping conversations anchored to business outcomes.
• Demonstrated practice running QBRs and structured business reviews, using customer health scores, telemetry, and operational metrics to drive retention and account growth.
• Experience with hardware products, manufacturing or system‑integrator environments, and/or AI/datacenter infrastructure strongly preferred; interconnect industry experience a plus.
• Familiarity with AI tools and data‑driven customer‑success platforms (e.g., CRM, health‑scoring, analytics); experience applying AI to customer‑success workflows is a strong plus.
• Proficiency with CRM and work‑management tools (e.g., Salesforce, Jira, Smartsheet) and the Microsoft Office suite.
• Outstanding cross‑functional coordination, communication, and crisis‑leadership skills; well organized and comfortable operating in a matrixed, globally distributed environment.
• Ability to travel domestically and internationally to customer and system‑integrator sites (approximately 25–40%).

Additional

• This is a foundational hire for a new team; the successful candidate will help shape the Customer Success charter, KPIs, and playbooks, with growth paths into broader account portfolios and team leadership.

Amphenol Corporation is proud of our reputation as an excellent employer. Our focus is to provide the highest level of support and responsiveness to both our employees and our customers, the world’s largest technology companies. Amphenol Corporation offers the opportunity for career growth within a global organization. We believe that Amphenol Corporation is unique in that every employee, regardless of his or her position, has the ability to positively impact the business.

Amphenol is an “Equal Opportunity Employer” - Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity/National Origin

For additional company information please visit our website at https://www.amphenol-cs.com/

Amphenol Corporation is proud of our reputation as an excellent employer. Our focus is to provide the highest level of support and responsiveness to both our employees and our customers, the world’s largest technology companies. Amphenol Corporation offers the opportunity for career growth within a global organization. We believe that Amphenol Corporation is unique in that every employee, regardless of his or her position, has the ability to positively impact the business.

Amphenol is an “Equal Opportunity Employer” - Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity/National Origin. For additional company information please visit our website at https://www.amphenol-cs.com/