Position: Customer Success Manager - Cable Backplane SystemsLocation: Santa Clara, CA or Valley Green, PA (Harrisburg area); hybrid with domestic and international travelThe Cable Backplane Systems (CBS) team is establishing a Customer Success organization accountable for the operational customer experience as our products move into Mass Production. The Customer Success Manager (CSM) is the customer's operational advocate and the single point of coordination across Sales, Program Management, Product Line Management, Demand Management, Quality, Engineering, Operations, and Field Service. This is a senior, customer-facing role serving strategic hyperscale and AI-infrastructure accounts, and it pairs closely with our Field Service Engineering team supporting system integrators (ODM/JDM/CM) worldwide.
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.
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.
- Hands-on experience with 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.
- Experience with hardware products, manufacturing or system-integrator environments, and/or AI/datacenter infrastructure strongly preferred; interconnect industry experience a plus.
- 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.
- Ability to travel domestically and internationally to customer and system-integrator sites (approximately 25-40%).
ADDITIONAL:- 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.
