Scaled Customer Success Manager (Public Sector)
•Boxinc· 8h
🎧 Support⏰ Full-time📈 Mid Level💰 $81k-102k🇺🇸 New York, USA
8h ago
Amper·5 months ago
Amper is an early-stage, VC‑backed SaaS technology company on a mission to modernize manufacturing from the ground up. Our platform is designed to transform legacy shop‑floor complexity into actionable intelligence that empowers teams across the plant to run operations on reality, and help manufacturers reduce costs, increase visibility, and drive efficiency.
We are growing fast, with ambitious goals, and we’re looking for an experienced Customer Success Manager to play a critical role in helping our customers realize the full value of Amper while driving retention, expansion, and customer satisfaction.
As an Customer Success Manager at Amper, you will be the key point of contact for our 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 that can be based anywhere in the US.
Customer Success Strategy & Relationship Building:
Serve as the main point of contact for assigned 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.
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.
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.
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.
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.
We’re looking for a Customer Success Manager who knows how to make SaaS work in the real world of manufacturing. You should bring a strong mix of hands-on experience, customer obsession, and the ability to partner cross-functionally to deliver outcomes that matter.
Direct Experience:
5+ years in a Customer Success, Account Management, or related post-sale role supporting B2B SaaS products
2+ years working with manufacturing or industrial customers, with a clear understanding of the shop floor, operations leadership, and the dynamics of driving change in those environments
Experience managing a book of business that includes mid-market to enterprise accounts, with a track record of retention and expansion
Core Skills:
Proven ability to lead customer onboarding, adoption, and QBRs, aligning product value to measurable business goals
Confident navigating both executive relationships and tactical day-to-day users (for example, operations managers, plant supervisors, engineers)
Strong data fluency; comfortable interpreting product usage and customer behavior data to spot risks and opportunities
Skilled in collaborating with Sales, Product, and Support to remove barriers and create a frictionless customer experience
Mindset & Work Style:
A customer-first problem solver who goes beyond business reviews to ensure customers are successful
Energized by the pace and ambiguity of an early-stage, high-growth SaaS company
Scrappy, resourceful, and proactive; you step in and take action when something needs fixing or improving
Comfortable managing multiple accounts and priorities while staying organized and responsive
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.
The range of annual base salary for full-time employees for this position is $90,000-120,000 per year, with annual incentive potential of $15,000-35,000 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.