Amentum · 9 hours ago
Customer Success Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$70K/yr - $110K/yr
5+ years expAmentum is seeking a Customer Success Manager (CSM) responsible for driving strong, long-term client relationships within an Integrated Facilities Management (IFM) environment. The CSM ensures service delivery aligns with contractual commitments and operational KPIs while acting as a strategic liaison between client leadership and internal operations teams to maximize customer satisfaction and account performance.
Mechanical EngineeringSecurityTechnical Support
Responsibilities
Serve as the primary point of contact for assigned clients, building trusted relationships with client leadership and key stakeholders
Understand client business objectives, risk tolerance, and operational priorities to proactively align IFM services
Drive customer satisfaction, retention, and account growth through value-based engagement
Ensure IFM service delivery aligns with contractual requirements, SLAs, KPIs, and performance standards
Monitor performance metrics and service outcomes; identify gaps and collaborate with operations to drive corrective actions
Translate client expectations into actionable requirements for site and regional operations teams
Establish and manage governance structures, including operational reviews, monthly/quarterly business reviews (MBRs/QBRs), and executive steering meetings
Prepare and present performance reports, dashboards, and executive-level summaries
Facilitate clear, consistent, and transparent communication between the client and internal stakeholders
Lead issue escalation, root cause analysis, and resolution for service delivery challenges or client concerns
Proactively identify risks related to compliance, performance, cost, or customer satisfaction and coordinate mitigation plans
Ensure issues are documented, tracked, and closed in alignment with governance and quality processes
Partner with operations, finance, and subject matter experts to identify opportunities for service optimization, cost savings, and innovation
Support change management for scope changes, new services, or site transitions
Promote a culture of continuous improvement and customer-centric service delivery
Qualification
Required
Bachelor's degree in Business, Engineering, Facilities Management, or a related field
5+ years of experience in customer success, account management, or client services within facilities management or outsourced services
Strong understanding of IFM service models, including hard services, soft services, compliance, and governance frameworks
Experience managing executive-level client relationships
Proven ability to lead cross-functional collaboration and influence without direct authority
Excellent communication and presentation skills (written and verbal)
Strong problem-solving and issue resolution capabilities
Data-driven mindset with experience interpreting KPIs, SLAs, and performance dashboards
Ability to balance strategic relationship management with operational details
Comfortable working in regulated or GMP-influenced environments
Proficient in MS Office, CMMS, and client reporting tools
Benefits
Health, dental, and vision insurance
Paid time off and holidays
Retirement benefits (including 401(k) matching)
Educational reimbursement
Parental leave
Employee stock purchase plan
Tax-saving options
Disability and life insurance
Pet insurance
Company
Amentum
Amentum is a technology and engineering company for security, defense, and energy.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$321.16M2025-03-12Post Ipo Secondary· $321.16M
2024-09-27IPO
2020-01-01Private Equity
Leadership Team
Ajay Nagar
Vice President
Darren Burton
Chief People Officer
Recent News
2026-02-03
2026-01-20
Company data provided by crunchbase