Customer Success Manager
HybridYocumtown, Pennsylvania, United States
Job Summary
Own the operational customer experience for strategic hyperscale and AI-infrastructure accounts during Mass Production, serving as the single point of coordination across Sales, Engineering, Quality, and Field Service. Establish and monitor customer health scorecards to identify risks early, lead cross-functional escalations to closure, and facilitate Quarterly Business and Quality Reviews with senior stakeholders. Coordinate RMA status, failure analysis updates, and Voice of Customer feedback to drive operational improvements and protect SLA commitments. Onboard new programs pre-launch by building customer profiles and aligning processes, while partnering with Field Service Engineers to manage technical relationships at integrator sites. Apply data-driven and AI-enabled tooling to automate insights and prioritize accounts, mentoring Customer Operations Advocates and shaping team playbooks.
Required Qualifications
- Bachelor's degree in Engineering or a related technical discipline
- 10+ years in customer-facing technical roles
- Proven experience leading high-severity escalations and critical incident management for strategic enterprise, hyperscale, or service-provider accounts
- Hands-on experience with root cause analysis and failure-analysis coordination
- Demonstrated practice running QBRs and structured business reviews
- Ability to travel domestically and internationally to customer and system-integrator sites (approximately 25–40%)
Desired Qualifications
- Advanced degree
- Experience with hardware products, manufacturing or system-integrator environments
- Interconnect industry experience
- Familiarity with AI tools and data-driven customer-success platforms (e.g., CRM, health-scoring, analytics)
- Experience applying AI to customer-success workflows
- Proficiency with CRM and work-management tools (e.g., Salesforce, Jira, Smartsheet) and the Microsoft Office suite
- Outstanding cross-functional coordination, communication, and crisis-leadership skills
- Well organized and comfortable operating in a matrixed, globally distributed environment
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