Strategic Customer Success Manager – Cable Backplanes

Amphenol Corporation

Santa Clara (CA)

Hybrid

USD 120,000 - 160,000

Full time

14 days+

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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.