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Head of Customer Success Operations

2 months ago


Bellevue, Washington, United States Acumatica Full time
Company Overview

Acumatica is a forward-thinking organization dedicated to transforming the landscape of cloud ERP solutions. We are recognized globally for our innovative approach and commitment to empowering small and mid-sized enterprises to achieve their full potential.

Our platform is built on cutting-edge cloud and mobile technologies, coupled with a customer-focused licensing model. We offer a comprehensive suite of integrated business management applications, including Financials, Construction, Distribution, and CRM, all designed to provide flexibility and robustness.

At Acumatica, we foster a vibrant and energetic culture. Our team is passionate about our mission and values collaboration, work-life balance, and exceptional customer service. We are committed to making a positive impact in the world while providing significant professional and financial growth opportunities.

To enhance our customer-centric approach, we are seeking a seasoned Director of Customer Success Operations to lead our initiatives in this domain.

Role Overview

In this pivotal role, you will be responsible for overseeing all operational aspects of the Customer Success organization, ensuring that we achieve our strategic objectives.

Your collaboration will extend across various departments, including Sales, Technical Sales, Marketing, Product, and IT, among others.

Key Responsibilities
  • Effectively communicate opportunities, ideas, and challenges both verbally and in writing.
  • Innovate and develop solutions to enhance existing programs and processes or create new ones.
  • Drive the creation and implementation of processes in partnership with business stakeholders.
  • Act as a collaborative leader, guiding teams while also managing and executing workstreams.
  • Address complex challenges and assist senior leaders in prioritizing and implementing their strategic agendas.
  • Elevate the Customer Success Program Office to enhance our world-class metrics in retention and expansion.
  • Ensure alignment on strategic goals and key performance indicators for each planning cycle.
  • Lead change initiatives to facilitate organizational adaptation and process enablement.
  • Monitor performance and proactively identify and resolve issues to support organizational objectives.
  • Develop training programs for Customer Success Managers to excel in their roles.
  • Facilitate team gatherings focused on collaboration and objective setting.
Qualifications

The ideal candidate will possess:

  • Experience in SaaS and Customer Success Operations.
  • A proven track record in high-stakes account management and subscription renewals.
  • 15+ years of relevant experience, preferably in a strategic or program management role within a technology firm.
  • A Bachelor’s degree in Business Administration, Analytics, or a related field; an MBA is a plus.
  • Strong leadership skills with the ability to influence and mobilize cross-functional teams.
  • Exceptional communication skills, capable of conveying complex concepts to diverse audiences.
  • Analytical thinking and problem-solving abilities, utilizing data-driven insights.
  • A self-starter mentality, thriving in a fast-paced and collaborative environment.
Additional Information

Acumatica is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.