Customer Success Manager (Channel Partners)

Acumatica is a leading innovator in cloud ERP solutions for growing small and midsized businesses worldwide, supported by a collaborative ecosystem of partners, customers, and creators. The Customer Success Manager will manage customer success outcomes across a partner channel, coach partner Customer Success Managers, handle escalations, support policy and licensing questions, and contribute to customer success best practices.

Responsibilities:

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management
• Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success
• Own and manage customer escalations and coordinate across departments to final resolution
• Assist P-CSMs with policy and license questions
• Contribute to Customer Success Best practices

Requirements:

• 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles
• Located in the USA
• Excellent oral & written and frictionless communication skills
• You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
• You listen, ask questions, build consensus, de-escalate, solve ambiguous problems
• You enjoy coaching and teaching others how to excel as a customer success manager
• You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion
• You are passionate about driving customer satisfaction and making good business decisions
• You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge
• You learn quickly, are resourceful and self-directed, and can work independently
• You are detail-oriented and organized
• You effectively interact with C-Level executives of 100+ employee companies
• You effectively manage tense situations and help bring them to an effective resolution
• You enjoy and are proficient at handling diverse workloads and can prioritize effectively
• You enjoy a dynamic work environment (continuously evolving and fast-paced)
• You are a team player, willing to contribute to the overall success of the team