[Remote] Customer Success Manager (Channel Partners)

Note: The job is a remote job and is open to candidates in USA. Acumatica is a leading innovator in cloud ERP solutions, dedicated to helping small and midsized companies thrive in the digital economy. They are seeking a Customer Success Manager to achieve high customer satisfaction scores and manage customer escalations while coaching partner Customer Success Managers.ResponsibilitiesAchieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory managementCoach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer successOwn and manage customer escalations and coordinate across departments to final resolutionAssist P-CSMs with policy and license questionsContribute to Customer Success Best practicesSkills5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support rolesLocated in the USAExcellent oral & written and frictionless communication skillsYou work efficiently and effectively in a telecommuted world (we are mostly a distributed company)You listen, ask questions, build consensus, de-escalate, solve ambiguous problemsYou enjoy coaching and teaching others how to excel as a customer success managerYou have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansionYou are passionate about driving customer satisfaction and making good business decisionsYou enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledgeYou learn quickly, are resourceful and self-directed, and can work independentlyYou are detail-oriented and organizedYou effectively interact with C-Level executives of 100+ employee companiesYou effectively manage tense situations and help bring them to an effective resolutionYou enjoy and are proficient at handling diverse workloads and can prioritize effectivelyYou enjoy a dynamic work environment (continuously evolving and fast-paced)You are a team player, willing to contribute to the overall success of the teamBenefitsAnnual bonus and stockSales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s roleHealthcare benefits (medical, dental and vision insurance for you and your dependents)Employer paid Short-Term/Long-Term Disability and Basic life coverage401(k) plan with company matchFlexible time off, sick and safe leaveCompany OverviewAcumatica is a cloud ERP system that offers business management solutions for companies. It was founded in 2006, and is headquartered in Bellevue, Washington, USA, with a workforce of 501-1000 employees. Its website is https://www.acumatica.com.