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 HR@acumatica.com. 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 $80,000-100,000 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.