Acumatica APAC · 3 weeks ago
Customer Success Manager (Channel Partners)
Bellevue, WA
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $120K/yr
5+ years expAcumatica is a leading innovator in cloud ERP solutions, dedicated to helping small and midsized companies thrive. The Customer Success Manager will focus on achieving customer satisfaction and retention goals while coaching partner Customer Success Managers and managing customer escalations.
Computer Software
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
Qualification
Required
5+ years of 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 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
Annual bonus
Stock
Sales incentives based on revenue or utilization
Company
Acumatica APAC
Acumatica is a leading innovator in cloud ERP with customers located around the world.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase