SWK Technologies is looking for a Customer Success Manager to join our team!
The Customer Success Manager plays a key role in supporting the organization's customer success initiatives by serving as a liaison between customers and internal teams. This position is responsible for helping ensure a positive customer experience throughout the customer lifecycle, advocating for customer needs, coordinating issue resolution, and supporting onboarding and continuous improvement efforts. The ideal candidate is a proactive problem solver who excels at relationship building, cross-functional collaboration, and driving customer satisfaction.
Responsibilities:
- Serve as a customer advocate by partnering with internal departments to ensure customer needs are understood, addressed, and aligned with business objectives.
- Coordinate and drive resolution of customer concerns and escalations, particularly those involving multiple departments, while maintaining strong customer relationships.
- Support and facilitate the onboarding experience for new customers, helping ensure a seamless transition and consistent delivery of services across teams.
- Identify trends, process gaps, and opportunities for improvement through customer feedback, and collaborate with stakeholders to enhance processes, policies, and overall customer success outcomes.
Requirements
- 2-3 years of experience in Customer Success, account management or a similar customer-facing role at an IT solutions or ERP software company
- Familiarity with ERP solutions and services, Acumatica, Sage Intacct a plus
- Strong communicator with negotiation skills, conflict resolution, and clear expectations.
- Understanding client advocacy
- Proven track record of managing and retaining customer relationships
- Comfortable with working with multiple stakeholders, maintaining and building relationships across levels of seniority and functions
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
- Base salary pay of $80-95k annually, with opportunities for incentive pay
Skills Required
- 2-3 years of experience in customer success, account management, or a similar customer-facing role
- Experience at an IT solutions or ERP software company
- Familiarity with ERP solutions and services
- Strong communication skills
- Negotiation and conflict-resolution skills
- Understanding of client advocacy
- Proven ability to manage and retain customer relationships
- Ability to work with multiple stakeholders and build relationships across seniority levels and functions
- Experience with Acumatica or Sage Intacct
What We Do
Imagine a future where your business effortlessly blends modern accounting and financial systems with streamlined operations layered over a secure and scalable IT infrastructure. You’re in control, your team is empowered, and your data is always within reach. At SWK, we make your vision a reality. We’ll supercharge your accounting, ERP and business management software, delivering a secure, cloud-powered solution that frees you to focus on what you do best – running your business.
