Manager, Customer Success

Ametek, Inc.

8d•Hybrid

About The Position

The Manager, Customer Success is a leadership role responsible for owning the end‑to‑end customer experience across Power Quality Solutions (PQS). This role leads Customer Service, Technical Support, and Sales Operations while also owning Customer 360 strategy, Voice of Customer (VOC), CRM governance, and customer analytics that support enterprise‑level decision making.

Requirements

Bachelor’s degree in Business, Operations, Information Systems, Marketing, Engineering, or a related field (or equivalent practical experience).
7+ years of progressive experience in Sales Operations, Customer Operations, Customer Experience, or Commercial Operations roles.
3+ years of people leadership experience, including managing managers and/or cross-functional teams.
Hands-on experience administering and governing Salesforce CRM (Sales Cloud and/or Service Cloud), including configuration, reporting, dashboards, and data standards.
Strong understanding of end-to-end customer lifecycle management, including sales, order management, service/support, and post-sale feedback loops.
Proven ability to turn data into insights, with experience delivering executive-level reporting using tools such as Power BI, Excel, or similar analytics platforms.
Demonstrated ability to work cross-functionally with Sales, Marketing, Operations, Finance, IT, and Product teams.
Experience leading process improvement, change management, and system adoption initiatives.

Nice To Haves

Experience leading Customer Service and/or Technical Support organizations in a B2B or industrial/manufacturing environment.
Direct ownership of Voice of Customer (VOC) programs, Customer 360 initiatives, or customer analytics frameworks.
Experience supporting or governing eCommerce platforms (e.g., BIG Commerce or similar), including pricing, promotions, and customer/order workflows.
Advanced Salesforce experience, including workflow/flow support, data governance models, and integration awareness.
Experience establishing or maturing CRM governance, KPI standards, and customer or commercial operating cadence.
Background in scaling operations across multi-brand or multi-site environments.
Strong executive presence with the ability to influence without authority and communicate effectively with senior leaders.
Experience in a senior manager / player-coach role, balancing strategic ownership with hands-on execution.

Responsibilities

Own the Customer 360 vision for PQS, ensuring a unified view of customer interactions, data, and lifecycle stages across Salesforce Sales & Service Cloud, digital platforms (i.e. eCommerce, Communities), and analytics tools (i.e. MS Power BI).
Voice of Customer (VOC) as a foundational input into business strategy and operational decision making.
Design and govern VOC programs (surveys, support case feedback, interviews, post‑service follow‑ups, trade shows) with a focus on actionability.
Translate VOC and Customer 360 insights into data‑driven strategies used by Sales, Service, Product, Marketing, and Operations.
Ensure customer insights are visible, trusted, and routinely reviewed at leadership levels.
Lead Customer Service teams supporting order management, customer inquiries, and issue resolutions across brands.
Define and standardize service processes, SLAs, escalation models, and communication standards.
Own Salesforce Service Cloud strategy, including workflows, reporting, dashboards, and feedback loops.
Monitor service performance and proactively identify trends, risks, and improvement opportunities.
Ensure closed‑loop feedback so customers see action taken based on their input.
Evaluate and support automation or AI‑enabled support tools in alignment with AMETEK’s digital strategy.
Provide strategic oversight of Technical Support operations, ensuring consistent, high‑quality technical assistance.
Serve as a bridge between Technical Support, Engineering, and Product teams to ensure customer issues inform product and documentation improvements.
Own Salesforce Service Cloud strategy, including workflows, reporting, dashboards, and feedback loops.
Drive knowledge management, enablement, and self‑service initiatives to improve scalability and first‑contact resolution.
Evaluate and support automation or AI‑enabled support tools in alignment with AMETEK’s digital strategy.
Own Sales Operations governance as it relates to the customer lifecycle, including CRM strategy, lead management, pipeline visibility, and pricing/discount governance.
Lead customer, revenue, and VOC analytics, delivering executive‑level dashboards and insights.
Provide leadership with visibility into customer health, retention risk, expansion opportunities, and lifecycle performance.
Ensure customer insights directly inform forecasting, account strategy, and go‑to‑market decisions.
Maintain data integrity and alignment across Sales, Marketing, and Service systems.
Act as the connective leader across Sales, Marketing, Customer Service, Technical Support, Operations, Finance, and IT.
Establish governance for promotions, pricing, service policies, and customer experience impacts across channels (direct, eCommerce, service).
Lead change management, training, and adoption for customer‑facing tools, VOC programs, and analytics enhancements.
Champion a customer‑centric, data‑driven culture aligned with AMETEK values.
Lead and develop Customer Service, Technical Support, and Sales Operations teams.
Coach leaders and teams on using Customer 360 and VOC insights to improve decisions and outcomes.
Foster a culture of accountability, continuous improvement, and customer advocacy.