The Customer Success Manager plays a key role in supporting the organization's customer success initiatives by serving as a liaison between customers and internal teams. This position is responsible for helping ensure a positive customer experience throughout the customer lifecycle, advocating for customer needs, coordinating issue resolution, and supporting onboarding and continuous improvement efforts. The ideal candidate is a proactive problem solver who excels at relationship building, cross-functional collaboration, and driving customer satisfaction.
Responsibilities:
- Serve as a customer advocate by partnering with internal departments to ensure customer needs are understood, addressed, and aligned with business objectives.
- Coordinate and drive resolution of customer concerns and escalations, particularly those involving multiple departments, while maintaining strong customer relationships.
- Support and facilitate the onboarding experience for new customers, helping ensure a seamless transition and consistent delivery of services across teams.
- Identify trends, process gaps, and opportunities for improvement through customer feedback, and collaborate with stakeholders to enhance processes, policies, and overall customer success outcomes.
Requirements- 2-3 years of experience in Customer Success, account management or a similar customer-facing role at an IT solutions or ERP software company
- Familiarity with ERP solutions and services, Acumatica, Sage Intacct a plus
- Strong communicator with negotiation skills, conflict resolution, and clear expectations.
- Understanding client advocacy
- Proven track record of managing and retaining customer relationships
- Comfortable with working with multiple stakeholders, maintaining and building relationships across levels of seniority and functions
Benefits- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
- Base salary pay of $80-95k annually, with opportunities for incentive pay
