Customer Success Operations Manager

Acumatica • Reston, VA

2d

About The Position

The Customer Success Operations Manager focuses on de-escalation and resolution of high-risk customer issues within SaaS and ERP environments. This role specializes in Partner of Record (POR) change management and Value-Added Reseller (VAR) transitions. The manager leads customer escalations with a focus on retention, churn mitigation, and structured resolution across Customer Success, Professional Services, Support, and Channel teams. They act as the escalation lead for complex customer and partner disputes, guiding customers through partner change decisions while maintaining service continuity and ecosystem stability.

Requirements

• 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

Nice To Haves

• 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

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

Benefits

• 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
• annual bonus
• stock
• sales incentives based on revenue or utilization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed