Customer Success Manager

Acumatica is a company that provides cloud ERP solutions for growing businesses. The Customer Success Manager will manage customer success outcomes, including retention, renewals, expansion, and churn mitigation, while coaching partner Customer Success Managers. The role also involves managing escalations, coordinating cross-functional resolutions, assisting with policy and licensing questions, and contributing 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+ yearsof SaaS or ERP experience, preferably in Sales or Implementation or Support roles
• Located in the USA
• Excellent oral & written and frictionless communication skills
• 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 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 are a team player, willing to contribute to the overall success of the team