Customer Success Operations Manager

Acumatica is a leading innovator in cloud ERP solutions, committed to helping small and midsized companies thrive. The Customer Success Operations Manager focuses on resolving high-risk customer issues and managing partner transitions, ensuring customer retention and service continuity.

Responsibilities:

• Lead de-escalation of high-risk customer situations and restore customer confidence
• Own end to end POR change lifecycle including intake, triage, risk assessment, and resolution
• Serve as primary escalation point for customers requesting VAR/partner changes
• Assess churn risk using account signals and implement retention strategies
• Resolve conflicts between customers and partners using structured communication frameworks
• Identify root causes of dissatisfaction and recommend corrective actions
• Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel
• Manage partner engagement during transitions to ensure continuity and service quality
• Enforce POR policies, governance, and compliance standards
• Track POR case data, trends, and root causes using CRM and reporting tools
• Drive process improvement, documentation, and standard operating procedures
• Provide guidance to internal teams on POR policies, escalations, and best practices
• Maintain accurate case documentation, timelines, and stakeholder communication

Requirements:

• 5 plus years' experience in SaaS or ERP in Customer Success, Account Management, Professional Services, or Support
• Proven experience managing escalations and high-risk customer scenarios
• Strong conflict resolution and de-escalation skills
• Strong communication skills across customers, partners, and executive stakeholders
• Demonstrated ability to identify root causes and drive structured resolution
• Experience managing churn risk and customer retention strategies
• Strong organizational skills with ability to manage multiple complex cases
• Ability to make decisions in ambiguous environments with competing priorities
• Experience working cross functionally across business units
• Strong documentation, CRM usage, and process discipline
• Ability to influence stakeholders without direct authority
• Experience with partner ecosystems, channel sales, or indirect go to market models preferred