Own and execute recurring Customer Success programs end to end, including license compliance, version compliance, surveys, and standardized customer and VAR communications.
Ensure all programs are executed accurately, efficiently, and on schedule.
Track program completion, outcomes, and exceptions.
Provide operational support to Acumatica Customer Success Managers who support both value-added resellers and direct customers.
Conduct regular external communication via email with customers and Value-Added Resellers as part of standard programs.
Pull data from Acumatica systems, including CRM, to support Customer Success programs and reporting.
Create, maintain, and update Customer Success documentation, policies, procedures, and program workflows using SharePoint.
Identify inefficiencies and recurring issues that impact Customer Success Managers’ productivity.

3+ years of experience in Customer Success Operations for an ERP company.
Experience supporting recurring operational programs for a SaaS business model.
Strong Excel skills, including pivots, lookups, and structured data analysis.
Experience running surveys and supporting survey analysis.
CRM experience.
Experience using SharePoint to create, update, and maintain documentation, policies, and procedures.
Comfort using AI tools to support data analysis, documentation, and operational problem solving.
Comfort using Asana to manage projects and tasks.
Ability to manage diverse workloads and meet deadlines consistently.
Strong attention to detail and commitment to accuracy and timeliness.
Strong organizational and time management skills.

Senior Customer Success Operations Specialist

Key skills