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