Customer Success Manager - Cloud Based

SUMMARY:
Customer Success Manager - Cloud Based

POSITION INFO:

Customer Success Manager

Hybrid (Home & Office) based in Cape Town

Full-time 08h00 – 17:00 (Monday to Friday)

As a Customer Success Manager (CSM), you will be the trusted advisor and main point of contact for our client’s post-implementation. Monitor customer health, identify potential issues, and proactively address challenges to ensure a positive customer experience and reduce churn. Your primary mission is to ensure clients realise the full value of their Acumatica investment through proactive engagement, strategic guidance, and ongoing relationship management. You will collaborate closely with internal teams—including sales, consulting, support, and product development—to deliver exceptional customer experiences that drive satisfaction, retention, and growth.

Client Strategy, Support, Services and Satisfaction.

Client Relationship Management ● Serve as the primary point of contact for assigned clients. ● Develop a deep understanding of each customer’s business, goals, and Acumatica use case. ● Conduct regular business reviews to assess satisfaction and identify opportunities for optimization. ● Coordinate the 6-monthly Customer Satisfaction Surveys conducted by Acumatica. • Customer Engagement & Retention ● Build strong, long-lasting relationships that foster trust and loyalty. ● Monitor customer health and proactively address risks to churn. ● Develop tailored success plans that align functionality with business needs. ● Handle customer annual subscription renewals. • Training & Enablement ● Coordinate training sessions and resources to support customer self-sufficiency. ● Recommend best practices to optimize system utilization and process improvement. ● Cross-functional Collaboration ● Partner with implementation consultants and support teams to resolve client issues efficiently. ● Provide customer feedback with internal teams to inform product enhancements and service offerings. • Upsell & Expansion