Customer Success Operations Manager

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 . 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 $00 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.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you -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.

Remote Work :

Yes

Employment Type :

Full-time