Senior Customer Success Manager

Responsiblities:

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

For this role, the salary range is $100,000-120,000 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. 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, 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, among others.