Note: The job is a remote job and is open to candidates in USA. Acumatica provides cloud enterprise resource planning (ERP) solutions for growing businesses. The Customer Success Manager will manage customer success outcomes across a territory, coach partner Customer Success Managers, handle escalations, support policy and licensing questions, and contribute 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
Skills
- • 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 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 at 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
- Certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance.
- Certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.
- US-based employees gain access to 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
Company Overview