Customer Success Manager

5+ years in a Customer Success, Account Management, or related post-sale role supporting B2B SaaS products 2+ years working with manufacturing or industrial customers Experience managing a book of business with mid-market to enterprise accounts Proven ability to lead customer onboarding, adoption, and QBRs Confident navigating both executive relationships and tactical day-to-day users Strong data fluency Skilled in collaborating with Sales, Product, and Support Customer-first problem solver Energized by the pace and ambiguity of an early-stage, high-growth SaaS company Scrappy, resourceful, and proactive Comfortable managing multiple accounts and priorities

Serve as the main point of contact for assigned customers. Develop a deep understanding of customers’ business needs and challenges. Build and maintain long-term, trusted relationships with key stakeholders. Drive fast time to value through seamless onboarding, training, and adoption. Develop and execute customized success plans. Monitor usage and engagement metrics. Own and drive metrics like churn, gross retention rate (GRR), and same-site expansion revenue. Identify opportunities for multi-site expansion and surface Customer Success Qualified Leads (CSQLs). Lead regular business reviews (QBRs). Partner with Sales to ensure a seamless handoff and execute expansion strategies. Work closely with Product and Support teams to escalate and resolve customer issues. Collaborate with Marketing to develop and share customer success stories. Act as the customer’s advocate within AMPER. Collect and analyze feedback to help shape product enhancements.