Job title: Customer Success Manager – USA
Company: Acumatica
Job description: Acumatica is a leading innovator and publisher of Cloud business management (ERP) software that powers 10,000+ SMB customers worldwide. Our holistic offering includes a best-in-class platform, a suite of Industry Editions, and hundreds of fully integrated first- and third-party apps.
The Acumatica culture is casual and high-energy. We are passionate about our product and mission; we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential.
Acumatica sells through a partner channel, yet we are highly customer-centric. In 2018, we created the Customer Success team to drive even greater outcomes for our customers. To support our growth, we are looking for a Customer Success Manager (CSM).
This Acumatica CSM (A-CSM) role is different than what it might be in a direct sales model company. Indeed, instead of managing customers directly, A-CSMs manage customers indirectly, through partners. Thus, A-CSMs spend a significant portion of their time coaching, training, and guiding our partners’ CSMs on best practices and overall excellence. If the situation warrants, A-CSMs also assist partner CSMs (P-CSMs) with customer escalations or even handle these entirely on their own.
As a team, A-CSMs are responsible for customer retention, churn & contraction mitigation, renewals, and expansion opportunities. Because of this range of responsibilities, the role is exciting, challenging, and dynamic – where every member gets the opportunity to shape the CS program, policies, processes, and procedures based on evolving customer and partner needs.
What you will do:
- 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.
- 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
Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please email HR@acumatica.com. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues unrelated to a disability, will not receive a response.
For this role, the salary range is $82,000-$112,000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience, and other relevant elements.
At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock for full-time employees. These awards are allocated based on individual performance. In addition, 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.
Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.
US-based employees:
- 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
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Expected salary: $82000 – 112000 per year
Location: Kirkland, WA
Job date: Wed, 15 Nov 2023 04:59:32 GMT
