Acumatica
Tech / AI / Software
CustomerSuccessManager(ChannelPartners)
“Customer Success Manager (Channel Partners) at Acumatica. Skills: Customer Success Management, Channel Partner Management, SaaS/ERP Experience, Bilingualism (French/English), Account Management, Customer Retention, Expansion. Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.. Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.”
Industry & Context.
solve ambiguous problems; effectively manage tense situations and help bring them to an effective resolution
What They're Looking For.
Must Have
5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles, Located in Canada, Must be bilingual in French and English (written and verbal), Excellent oral & written and frictionless communication skills, You work efficiently and effectively in a telecommuted world, You listen, ask questions, build consensus, de-escalate, solve ambiguous problems, You enjoy coaching and teaching others how to excel as a customer success manager, You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion, You are passionate about driving customer satisfaction and making good business decisions, You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge, You learn quickly, are resourceful and self-directed, and can work independently, You are detail-oriented and organized, You effectively interact with C-Level executives of 100+ employee companies, You effectively manage tense situations and help bring them to an effective resolution, You enjoy and are proficient at handling diverse workloads and can prioritize effectively, You enjoy a dynamic work environment (continuously evolving and fast-paced), You are a team player, willing to contribute to the overall success of the team
What You'll Do.
Achieve world-class NPS/CSAT scores
churn and contraction mitigation
and expansion goals via effective and efficient territory management.
Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.
Own and manage customer escalations and coordinate across departments to final resolution.
Assist P-CSMs with policy and license questions.
Contribute to Customer Success Best practices.
How You'll Work.
Team & Collaboration
coordinate across departments to final resolution; Contribute to the overall success of the team
Communication Scope
Excellent oral & written and frictionless communication skills; bilingual in French and English (written and verbal)
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