Customer Success Manager - Enterprise

Posted about 1 month agoViewed

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💎 Seniority level: Senior, 5+ years

📍 Location: United States, Canada

💸 Salary: 110000.0 - 120000.0 USD per year

🔍 Industry: Manufacturing

🏢 Company: Amper👥 11-50 CRM Advertising Marketing Graphic Design

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: Data AnalysisAccount ManagementCross-functional collaborationRelationship managementCustomer Success

Requirements:

5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with at least 2-3 years working with enterprise or large strategic customers.
Experience working with manufacturers or in industrial technology.
Proven ability to develop and maintain executive relationships while also engaging tactically at the shop-floor level.
Strong analytical skills to interpret customer data, identify trends, and drive actionable insights.
Excellent communication, presentation, and relationship management skills.
Highly organized and capable of managing multiple priorities simultaneously.

Responsibilities:

Serve as the main point of contact for enterprise customers, ensuring alignment on goals and success criteria at both executive and tactical levels.
Develop a deep understanding of customers’ business needs, challenges, and Amper's role in driving measurable outcomes.
Build and maintain long-term, trusted relationships with key stakeholders, including executive sponsors, operations leaders, and shop-floor teams.
Drive fast time to value by ensuring seamless onboarding, training, and adoption of AMPER solutions.
Develop and execute customized success plans for each customer, mapping AMPER’s capabilities to their business objectives.
Monitor usage and engagement metrics to proactively address barriers to adoption or value realization.
Own and drive metrics like churn, gross retention rate (GRR), and same-site expansion revenue.
Proactively identify opportunities for multi-site expansion and surface Customer Success Qualified Leads (CSQLs) to the Sales team.
Lead regular business reviews (QBRs) to showcase value delivered, review progress toward customer goals, and identify growth opportunities.
Partner with Sales to ensure a seamless handoff from pre-sale to post-sale and to execute multi-site expansion strategies.
Work closely with Product and Support teams to escalate and resolve customer issues, providing actionable feedback for product improvements.
Collaborate with Marketing to develop and share customer success stories that highlight outcomes and impact.
Act as the customer’s advocate within AMPER, ensuring their voice is heard and their needs are prioritized.
Collect and analyze feedback to help shape product enhancements, roadmap prioritization, and continuous improvement initiatives.

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