Customer Success Operations Manager @ Acumatica

Customer Experience & Support (1)

Job Description

Customer Success Operations Manager focuses on de-escalation and resolution of high-risk customer issues within SaaS and ERP environments. Specializes in Partner of Record (POR) change management and Value-Added Reseller (VAR) transitions. Leads customer escalations with a focus on retention, churn mitigation, and structured resolution across Customer Success, Professional Services, Support, and Channel teams. Acts as escalation lead for complex customer and partner disputes, guiding customers through partner change decisions while maintaining service continuity and ecosystem stability.

Key Responsibilities:

Lead de-escalation of high-risk customer situations and restore customer confidence

Own end to end POR change lifecycle including intake, triage, risk assessment, and resolution

Serve as primary escalation point for customers requesting VAR/partner changes

Assess churn risk using account signals and implement retention strategies

Resolve conflicts between customers and partners using structured communication frameworks

Identify root causes of dissatisfaction and recommend corrective actions

Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel

Manage partner engagement during transitions to ensure continuity and service quality

Enforce POR policies, governance, and compliance standards

Track POR case data, trends, and root causes using CRM and reporting tools

Drive process improvement, documentation, and standard operating procedures

Provide guidance to internal teams on POR policies, escalations, and best practices

Maintain accurate case documentation, timelines, and stakeholder communication

Success Metrics:

Customer retention rate for accounts with POR changes

Drive retention by resolving VAR disputes and retaining customers with existing partners while reducing churn risk

Reduction in churn and revenue contraction linked to partner dissatisfaction

Time to resolution for POR escalation cases

Customer satisfaction scores during and after transition

Partner satisfaction and ongoing engagement

Data quality, documentation accuracy, and process compliance

Qualifications

Required Qualifications:

5 plus years’ experience in SaaS or ERP in Customer Success, Account Management, Professional Services, or Support

Proven experience managing escalations and high-risk customer scenarios

Strong conflict resolution and de-escalation skills

Experience with partner ecosystems, channel sales, or indirect go to market models preferred

Strong communication skills across customers, partners, and executive stakeholders

Demonstrated ability to identify root causes and drive structured resolution

Experience managing churn risk and customer retention strategies

Strong organizational skills with ability to manage multiple complex cases

Ability to make decisions in ambiguous environments with competing priorities

Experience working cross functionally across business units

Strong documentation, CRM usage, and process discipline

Ability to influence stakeholders without direct authority

Core Competencies:

Customer empathy and active listening

Conflict resolution and negotiation

De-escalation and crisis management

Operational excellence and process ownership

Risk assessment and mitigation

Stakeholder management across customers and partners

Clear communication in high pressure situations

Additional Information

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. 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 not related to a disability, will not receive a response.

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.

Compensation: 100000 to 120000 (USD) (YEARLY)

Customer Success Operations Manager

Acumatica

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