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.