Senior Manager, Customer Success

May 6

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Acumatica

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Acumatica Cloud ERP | Connected Business. Delivered.

Cloud ERP • Cloud computing • CRM • Project accounting • Cloud Accounting

501 - 1000

💰 $25M Series C on 2018-06

Description

• Flesh out and operate the Customer Center of Excellence program, including developing all success plans, assets, processes, procedures, best practices, org structure, manage customers personally (and then build the team to do so) • Drive retention, expansion and loyalty of the customer under your direct management and that of your growing team • Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals • Build a high-performing team and uplifting culture by hiring and retaining top talent • Hire, onboard, teach, and coach Customer Success Managers • Own and manage customer escalations and coordinate across departments to final resolution • Work with IT to envision and get the ad hoc systems and tools designed, configured, and implemented

Requirements

• Must have extensive SaaS and Customer Success experience, ERP experience preferred • Must be located in the USA • Excellent oral & written and frictionless communication skills, including with top executives • Must be self-directed, and have done this before, and have extensive people-management experience • 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 • Passionate about driving customer satisfaction and making good business decisions • Enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge • Learn quickly, are resourceful and self-directed, can work independently • Detail-oriented and organized • Effectively interact with C-Level executives of 100+ employee companies • Effectively manage tense situations and help bring them to an effective resolution • Enjoy and are proficient at handling diverse workloads and can prioritize effectively • Enjoy a dynamic work environment (continuously evolving and fast-paced) • Team player, willing to contribute to the overall success of the team

Benefits

• Gain access to healthcare benefits (Medical- one plan 100% ER paid), dental and vision insurance for you and your dependents • Employer paid Short-term/Long-term Disability and Basic life insurance • 401(k) plan and company match • 15 days of PTO (paid time off) • 5 sick days • 9 paid holidays 3 Floating Holidays • Paid Parental leave