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Customer Success Manager - Enterprise
Amper Technologies
Customer Service, Sales & Business Development
Chicago, IL, USA · San Francisco, CA, USA · Remote
Posted on Feb 15, 2025
Amper is on a mission to empower manufacturers with real-time visibility and control of their operations, enabling them to thrive in an increasingly competitive market. Our intuitive, flexible, and scalable solutions are revolutionizing the way manufacturers in industries like CNC machining, fabrication, and injection molding manage their shop floors.
We are growing fast, with ambitious goals to achieve 100% YoY ARR growth over the next three years, and we’re looking for an experienced Customer Success Manager - Enterprise to play a critical role in helping our customers realize the full value of Amper while driving retention, expansion, and customer satisfaction.
About the Role
As an Customer Success Manager - Enterprise at Amper, you will be the key point of contact for our largest and most strategic customers. Your primary focus will be ensuring customers achieve measurable outcomes with Amper, driving adoption and long-term retention. You’ll develop trusted relationships with both executive stakeholders and tactical teams within our customers’ organizations, acting as a strategic partner and advocate.
You’ll also collaborate closely with Sales, Product, and other internal teams to help customers scale their success—whether that’s through expansion at their current site, multi-site rollouts, or surfacing valuable feedback to continuously improve our product and processes.
This role is critical to Amper's growth, as you’ll own key metrics such as churn, gross retention rate (GRR), same-site expansion, and generating Customer Success Qualified Leads (CSQLs) for multi-site expansion opportunities.
This is a remote-friendly role with the option to work from our Chicago or San Francisco offices. We support flexible work while valuing the collaboration and speed that come from working together in person.
Key Responsibilities
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Customer Success Strategy & Relationship Building:
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.
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Time to Value & Adoption:
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.
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Retention & Expansion:
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.
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Cross-Functional Collaboration:
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.
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Advocacy & Feedback:
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.
Key Metrics for Success
Retention: Minimize churn and maximize gross retention rate (GRR).
Adoption: Drive consistent product usage and measurable time to value.
Expansion: Achieve same-site expansion targets and pass CSQLs to Sales for multi-site growth opportunities.
Customer Relationships: Maintain high customer satisfaction (CSAT) and Net Promoter Scores (NPS).
What We’re Looking For
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Experience:
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.
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Skills & Qualities:
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.
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Mindset:
Customer-first mentality with a relentless focus on driving outcomes and value for customers.
Collaborative and resourceful problem solver who thrives in a fast-paced, high-growth environment.
Passion for operational excellence and continuous improvement.
Why Join Amper?
Be part of a mission-driven company transforming the manufacturing industry.
Collaborate with a dynamic, innovative team that values creativity and impact.
Enjoy competitive compensation, benefits, and opportunities for growth.
Compensation & Benefits:
The range of annual base salary for full-time employees for this position is $110,000-120,000 per year, with incentive potential of $35,000 at plan. Please note that pay offered will vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Amper provides a comprehensive benefits package, including medical, dental, and vision insurance, 401(k), unlimited paid time off, and early-stage stock option equity.