Hiring: Customer Success Manager Company: Amphenol Communications Solutions Location: Santa Clara, CA Job Posted Time: 2026-09-10 10:46:35 Employment Type: Hybrid Target Skills & Keywords : Jira, Microsoft Office, Program Management, Root Cause Analysis, Salesforce About the job Experience: •10+ years in customer-facing technical roles such as customer success, technical support/escalation leadership, service delivery, or technical account management. Required Skills: •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. 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. •Applied hands-on capability in 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. •Operational 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. •Demonstrated capacity to travel domestically and internationally to customer and system-integrator sites (approximately 25-40%). •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. Compensation: •$80,750 - $148,870 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!