Customer Success Manager

Amphenol Communications Solutions (ACS), a division of Amphenol Corporation, is a world leader in interconnect solutions for Communications, Mobile, RF, Optics, and Commercial electronics markets. Amphenol Corporation is one of the world’s largest designers and manufacturers of electrical, electronic and fiber optic connectors and interconnect systems, antennas, sensors and sensor-based products and coaxial and high-speed specialty cable. ACS has an expansive global presence in research and development, manufacturing, and sales.

We design and manufacture a wide range of innovative connectors as well as cable assemblies for diverse applications including server, storage, data center, mobile, RF, networking, industrial, business equipment, and automotive.

Position:
Customer Success Manager – Cable Backplane Systems

Location:
Santa Clara, CA or Valley Green, PA (Harrisburg area); hybrid with domestic and international travel

Amphenol High Speed Products Group is the market leader for high speed, high bandwidth electrical connectors and cable assemblies for the Telecom/Datacom market (AI hardware, Mobile Networks, Storage, Servers, Routers, Switches, etc.). Our products help to enable the electronics revolution and remain a key enabler for all the major Tier 1 OEMs and hyperscalers globally. Our global headquarters are located in Nashua, NH and we have design, sales and manufacturing locations globally.

The 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.

• 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 (Q ) 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, Q /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…