Senior Customer Success Operations Specialist

Role Overview

The Customer Success Operations Specialist is a hands-on execution focused role responsible for running recurring Customer Success programs providing operational support to Customer Success Managers and performing foundational data analysis. This role owns the execution of Customer Success operational programs that directly support retention expansion and Net Promoter Score performance. The role is considered part of the sales organization and supports overall team quota attainment without carrying an individual quota.

The position combines program execution structured communication with customers and Value-Added Resellers (VARs) data analysis and process improvement in a partner-lead ERP ecosystem where most customer relationships are managed through VARs. This role requires comfort operating in a multi-party environment with indirect customer relationships and shared ownership between Acumatica and partners. The role is accountable for program execution and follow up even when actions require coordination across multiple internal teams and external partners.

The primary objective is consistent accurate and on time execution of recurring programs while improving Customer Success Manager productivity through reduced manual effort improved processes and actionable data insights. Over time the role will contribute to identifying operational pain points and documenting clear requirements for internal system and process improvements.

Success in this role is measured by consistent on time execution of Customer Success programs measurable reduction in manual effort for Customer Success Managers and delivery of clear actionable insights that leadership can use to drive retention expansion and Net Promoter Score performance.

Key Responsibilities

Program Execution and Operations

       Own and execute recurring Customer Success programs end to end including license compliance version compliance surveys and standardized customer and VAR communications.

       Ensure all programs are executed accurately efficiently and on schedule.

       Track program completion outcomes and exceptions.

       Provide operational support to Acumatica Customer Success Managers who support both value-added resellers and direct customers.

       Enforce process compliance and follow up on required actions to support team quota goals.

Customer and VAR Communication

       Conduct regular external communication via email with customers and Value-Added Resellers as part of standard programs.

       Ensure communication is clear accurate and aligned with defined processes and timelines.

       Assist and coach Value-Added Resellers Customer Success teams on Customer Success programs and expectations.

Data Analysis and Reporting

       Pull data from Acumatica systems including CRM to support Customer Success programs and reporting.

       Use Excel to perform basic to intermediate analysis including pivots lookups and data validation.

       Use AI enabled tools to assist with data analysis pattern identification and summarization.
Analyze program data to identify trends risks and opportunities impacting retention upsell and add ons and NPS.

       Prepare summaries and insights for leadership and stakeholders using Excel and PowerPoint.

Process Improvement and Documentation

       Create maintain and update Customer Success documentation policies procedures and program workflows using SharePoint.

       Identify inefficiencies and recurring issues that impact Customer Success Managers productivity.

       Gather input and pain points from Customer Success Managers related to tools data and processes.

       Use AI tools to help identify process improvement opportunities and suggest solutions.
Draft clear business and functional requirements to support internal teams in developing process and system improvements.

       Collaborate cross functionally to streamline workflows and improve interdepartmental communication.

Tools and Systems

       Become proficient in Acumatica CRM and related internal systems.

       Use Microsoft Excel Word PowerPoint SharePoint as core applications

       Use Asana and AI enabled tools as core working tools.

       Use Tableau and Intercom when applicable to support Customer Success operations.

Qualifications :

Required

       3 years of experience in Customer Success Operations for an ERP company.

       Experience supporting recurring operational programs for a SaaS business model.

       Strong Excel skills including pivots lookups and structured data analysis.

       Experience running surveys and supporting survey analysis.

       CRM experience.

       Experience using SharePoint to create update and maintain documentation policies and procedures.

       Comfort using AI tools to support data analysis documentation and operational problem solving.

       Comfort using Asana to manage projects and tasks.

       Expectation is to quickly learn new internal tools and evolving systems beyond those listed.

       Ability to manage diverse workloads and meet deadlines consistently.

       Ability to work independently and as part of a team in a fast-paced environment.

       Strong attention to detail and commitment to accuracy and timeliness.

       Strong organizational and time management skills.

Preferred

       Experience with Acumatica especially Acumatica CRM.

       Experience with Intercom.

       Prior experience defining and writing business requirements or knowledge base articles.

Additional Expectations

       This role prioritizes operational excellence and execution over strategy.

       This role supports overall Customer Success team quota attainment for retention expansion and NPS.

       This role does not carry an individual sales quota.

       Limited travel may be required for company or partner events.

Success Measures

       On time and accurate execution of recurring Customer Success programs.

       Measurable reduction in manual effort required from Customer Success Managers.

       Actionable reporting and insights delivered to leadership to support retention expansion and NPS.

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 . 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 $ 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 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 employees role.

Remote Work :

Yes

Employment Type :

Full-time