Customer Success Manager II

About Vista Equity Partners 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. About Amtech 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. Our Employee Value Proposition Role Description 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. KEY RESPONSIBILITIES 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 s…