Strategic CSM - Cable Backplane Systems (Hybrid)

Amphenol Communications Solutions; Santa Clara (CA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Amphenol Communications Solutions is seeking a Customer Success Manager to own the operational experience for strategic accounts during Mass Production. This role is based in Santa Clara, CA, with a hybrid schedule and international travel.

You will coordinate cross-functional teams, manage a health scorecard, and drive proactive interventions to protect the customer relationship and ensure successful MP launches.

Qualifications

• 10+ years in customer-facing technical roles such as customer success, technical support/escalation leadership, or technical account management.
• Experience leading high-severity escalations and critical incident management for strategic enterprise, hyperscale, or service-provider accounts, including executive stakeholder communication under pressure.
• Experience with QBRs, health scores, telemetry, and operational metrics to drive retention and growth.
• Familiarity with AI tools and data-driven customer-success platforms.

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.

Skills

Cross-functional leadership

Executive communication

Root cause analysis

Crisis management

CRM proficiency

Education

Bachelor's degree in Engineering or related field

Tools

Salesforce

Jira

Smartsheet

Microsoft Office

Job description

Amphenol Communications Solutions is seeking a Customer Success Manager to own the operational experience for strategic accounts during Mass Production. This role is based in Santa Clara, CA, with a hybrid schedule and international travel.

You will coordinate cross-functional teams, manage a health scorecard, and drive proactive interventions to protect the customer relationship and ensure successful MP launches.