Customer Success Manager

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.

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

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