Note: The job is a remote job and is open to candidates in USA. ECI Software Solutions is seeking a Customer Success Manager for Amper FactoryOS to drive outcomes, retention, and expansion across larger, higher-complexity customer accounts. The role owns success planning, executive engagement, adoption and value realization tracking, churn mitigation, growth identification, and cross-functional customer advocacy.
Responsibilities
- 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
Skills
- Bachelor's Degree
- Business, engineering, or a related field
- 3 – 5 years
- 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role
- Proven experience managing complex, high-touch customer relationships
- Ability to travel to industry and department events 5-10 times per year
- Executive-level communication and presentation skills
- Strong stakeholder management and relationship-building capabilities
- Analytical mindset with the ability to translate data into actionable insights
- Ability to negotiate, influence, and guide customer decision-making
- Highly organized with the ability to manage complex, multi-threaded accounts
- Proficiency with SaaS platforms, CRM systems, and modern productivity tools
- Comfortable operating in a fast-paced, evolving, high-growth environment
- Experience working with manufacturers or industrial technology customers strongly preferred
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