Job Summary
Drive customer outcomes, retention, and expansion for larger, higher-touch customer accounts with greater complexity and revenue potential. As a Customer Success Manager for Amper FactoryOS, you’ll serve as a trusted advisor to both executive and operational stakeholders, owning success planning, engagement strategy, and long-term value realization.
This role requires strong judgment, executive presence, and the ability to manage complex customer environments while influencing outcomes across multiple stakeholders.
Essential Job Duties
- Own a portfolio of larger, higher-complexity customer accounts totaling approximately $2M in ARR
- Serve as the primary point of contact for customers with higher expectations and more complex success needs
- Develop and execute customized success plans, including maturity modeling and outcome tracking
- Lead monthly customer meetings and formal QBRs with executive and operational stakeholders
- Own retention outcomes by proactively identifying and mitigating churn risk
- Identify same-site and multi-site growth opportunities and partner with Sales to generate Customer Success Qualified Leads (CSQLs)
- Monitor adoption, engagement, and value realization metrics to ensure customers achieve measurable business outcomes
- Collaborate closely with Sales, Product, Support, and Implementation teams to align strategy and execution
- Act as a strong internal advocate for customers, ensuring issues, risks, and opportunities are addressed effectively
- Capture strategic customer feedback to inform product roadmap and continuous improvement initiatives
Required Education
Bachelor’s Degree
Preferred Education (not required)
Bachelor’s Degree
Degree Focus
Business, engineering, or a related field
Years of Experience Required
3 – 5 years
Specialty/Industry Experience
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5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
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Proven experience managing complex, high-touch customer relationships
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Experience working with manufacturers or industrial technology customers strongly preferred
Management Experience
N/A
Other
Ability to travel to industry and department events 5-10 times per year.
Knowledge, Skills and Abilities Requirements
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Executive-level communication and presentation skills
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Strong stakeholder management and relationship-building capabilities
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Analytical mindset with the ability to translate data into actionable insights
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Ability to negotiate, influence, and guide customer decision-making
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Highly organized with the ability to manage complex, multi-threaded accounts
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Proficiency with SaaS platforms, CRM systems, and modern productivity tools
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Comfortable operating in a fast-paced, evolving, high-growth environment
Skills Required
- Bachelor's degree
- Degree focus in business, engineering, or a related field
- 3–5 years of professional experience
- 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
- Experience managing complex, high-touch customer relationships
- Experience with manufacturers or industrial technology customers
- Executive-level communication and presentation skills
- Stakeholder management and relationship-building capabilities
- Analytical ability to translate data into actionable insights
- Ability to negotiate, influence, and guide customer decision-making
- Strong organization and ability to manage complex, multi-threaded accounts
- Proficiency with SaaS platforms, CRM systems, and modern productivity tools
- Ability to travel to industry and department events 5–10 times per year
What We Do
For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to businesses around the world. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done. Privately held with more than 16,000 customers, ECI is headquartered in Fort Worth, Texas, USA, with offices and companies throughout the U.S., Australia, New Zealand, England, and the Netherlands. For more information, email [email protected], visit www.ECISolutions.com, or call (800) 959-3367.
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