Customer Success Manager – Channel Partners

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Acumatica

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

☁️ SaaS

🏢 Enterprise

💸 Finance

💰 $25M Series C on 2018-06

SaaS • Enterprise • Finance

Acumatica is a leading provider of cloud-based Enterprise Resource Planning (ERP) software, offering a comprehensive suite of business management applications. Their platform is designed to help midmarket companies streamline operations and improve efficiency through integrated solutions for financial management, construction, distribution, manufacturing, and retail management. Known for its exceptional usability and flexible licensing options, Acumatica provides tools that empower collaboration, automation, and real-time insights across multiple business departments. Their solutions are industry-focused, helping companies connect and manage every aspect of their business in the cloud, enabling growth and innovation through modern, cross-module workflows.

📋 Description

• 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+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles • Excellent oral & written and frictionless communication skills • 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 • You are passionate about driving customer satisfaction and making good business decisions • You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge. • 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 enjoy a dynamic work environment (continuously evolving and fast-paced) • You are a team player, willing to contribute to the overall success of the team

🏖️ Benefits

• healthcare benefits (medical, dental and vision insurance for you and your dependents) • employer paid Short-Term/Long-Term Disability and Basic life coverage • 401(k) plan with company match • Flexible time off • sick and safe leave