Repair & Calibration Services Customer Success Manager, Expert

Overview

Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~16,800 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.

Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions.

We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.

Join KGSO in a customer-success role accountable for value realization and operational success across critical repair, calibration, and professional services contracts. Act as the trusted customer partner connecting contractual commitments, service delivery, business outcomes, and growth opportunities.

Success requires customer advocacy, KPI governance, executive communication, analytical rigor, and end-to-end escalation ownership.

Accountabilities include:

• Own customer health, value realization, retention, and renewal readiness throughout the contract lifecycle
• Establish KPI governance and communicate service performance, risks, corrective actions, and improvement priorities through internal and customer-facing reviews
• Drive cross-functional accountability across Sales, Services, Business Operations, delivery teams, and other stakeholders to meet or exceed contractual outcomes
• Own escalations from containment and root-cause alignment through corrective action, executive communication, and verified closure
• Use service, asset, repair, calibration, renewal, and financial data to identify risk, improve outcomes, and uncover expansion opportunities
• Build success plans and continuous-improvement roadmaps aligned to customer priorities and Keysight commitments
• Provide the Director of Business Development and executive stakeholders with concise forecasts, customer-health insights, and decision-ready narratives

8+ years of relevant business development, customer success, sales, service and support, program management, and/or analytics experience in test and measurement or an adjacent industry.

Demonstrated exceptional ability in the following areas:

• Knowledge of repair and calibration services and related professional services contracts
• Strategic account management, customer advocacy, executive communication, and contract stewardship
• KPI governance, customer-health reporting, success planning, forecasting, and executive business reviews
• Escalation leadership, structured problem-solving, corrective-action management, and ownership through closure
• Cross-functional influence, accountability, commercial judgment, and continuous-improvement leadership
• Working knowledge of SFDC, Excel, Tableau, Micro Strategy, Incorta, Snowflake, SFDC CRMA, Spotfire, or similar platforms
• Bachelor’s degree in Engineering, Business, Analytics, or equivalent experience; advanced degree preferred
• Travel as required for critical customer reviews and escalations
• U.S. citizenship required

ITAR statement
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This position requires access to certain goods, software, technology, or technical data subject to U.S. export control laws and regulations. Under these laws and regulations, U.S. persons (which includes U.S. citizens, U.S. nationals,lawful permanent residents, refugees, and asylees) working for Keysight can access export-controlled items without authorization from the U.S. government. For any individual who is not a U.S. person, Keysight may need authorization from the U.S. Department of State, U.S. Department of…