Digital Customer Success Manager

Amtech LLC is a leading provider of enterprise software solutions for the packaging and manufacturing industries, helping businesses streamline operations, improve productivity, and drive sustainable growth. With a strong focus on innovation and customer success, Amtech continues to expand its global footprint and deliver technology that empowers teams around the world.

Amtech LLC is seeking a Customer Success Manager for our digital / tech-touch customer segment .

Amtech is seeking a digitally fluent Customer Success Manager to lead a tech-touch customer portfolio within our growth segment. This role is focused on driving scalable adoption, lifecycle engagement, and data-driven value realization across a high-volume book of accounts.

The ideal candidate is highly comfortable with CRM, CS platforms, automation tools, and usage analytics. They design and execute digital engagement programs, leverage customer health signals, and proactively drive adoption through structured plays and triggered workflows rather than purely relationship-based engagement.

Amtech is a leading provider of enterprise software solutions for the packaging, printing, and manufacturing industries. Our integrated systems streamline order management, production planning, scheduling, inventory, and business analytics — empowering customers to drive efficiency, reduce costs, and improve operational performance. With a strong commitment to innovation and customer success, Amtech delivers reliable technology backed by deep industry expertise.

With Vista’s investment and strategic guidance, we combine the agility of a growing technology organization with the scale, stability, and career mobility of a global software ecosystem.

Digital Engagement & Scaled Adoption

• Manage a high-volume portfolio using a primarily digital and tech-touch engagement model.
• Design and execute automated lifecycle journeys across onboarding, adoption, renewal, and expansion.
• Use product telemetry and health scores to trigger targeted outreach and intervention plays.
• Build scalable enablement assets including webinars, knowledge base content, in-app guidance, and email campaigns.
• Segment customers based on usage patterns, maturity, and risk signals to personalize digital engagement at scale.

Issue & Escalation Management

• Monitor support trends and product usage signals to proactively prevent escalations.
• Identify systemic adoption gaps and partner cross-functionally to resolve root causes.
• Surface recurring product friction points using data analysis.

Customer Health & Retention

• Refine customer health scoring frameworks.
• Analyze behavioral data, usage trends, and renewal risk indicators.
• Run structured renewal workflows leveraging automated reminders and lifecycle campaigns.
• Conduct scaled renewal conversations supported by standardized value reporting.

Operational Efficiency & Continuous Improvement

• Own CRM and CS platform hygiene, segmentation logic, and playbook execution.
• Build and optimize automated workflows in tools such as Gainsight, Totango, HubSpot, Salesforce, etc.
• Continuously test and iterate digital engagement strategies using data.
• Track campaign performance metrics including open rates, CTR, adoption lift, and retention impact.

Education & Background

• →Bachelor’s degree in Business, Information Systems, or a related field.
• →Preferred: Additional certifications in Customer Success
• →Preferred: Salesforce.com / Agentforce certification

Experience

• →3–7 years in Customer Success within a SaaS environment, preferably managing a tech-touch or scaled portfolio.
• →Demonstrated experience designing digital engagement programs or lifecycle campaigns.
• →Experience managing a high-volume book of business using automation and segmentation strategies.
• →Proven ability to leverage usage analytics and customer health metrics to drive retention.

Technical Skills

• →Strong proficiency with CRM systems such as Salesforce.
• →Experience with Agentforce strongly preferred.
• →Experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero, Planhat).
• →Experience creating automated email sequences and lifecycle campaigns.
• →Strong Excel / data analysis capability.
• →Working knowledge of SQL is a strong plus.

Scaled Success Mindset

• →Comfortable managing 250+ accounts in a tech-touch model.
• →Thrives in a metrics-driven environment with clear retention and expansion targets.
• →Bias toward automation over manual outreach.
• →Data-first decision maker.
• →Process builder, not just relationship maintainer.

Soft Skills

• →Strong written and verbal communication
• →Analytical and process-oriented mindset – understands how to map customer processes to ERP capabilities.
• →Empathy and patience – key when dealing with complex manufacturing customers transitioning from legacy systems.
• →Strong problem-solving and conflict resolution skills.
• →Adaptability to evolving software products and manufacturing industry trends.

Performance Metrics

• →Automated campaign performance metrics
• →Adoption growth by segment
• →Health score improvement
• →Renewal cycle efficiency
• →Time-to-value reduction
• →Cost-to-serve per account