Job Description

 This is a remote role. Candidates must be located within the US or Canada. 

Mission:  

As a Customer Success Manager, your primary mission will be to ensure every client is successful, satisfied, and eager to continue partnering with us. You'll be the trusted advisor and advocate for ERP customers, proactively engaging them to maximize value, resolve challenges, and maintain strong, lasting relationships that drive retention and loyalty. This is a remote role. Candidates must be located within the US or Canada. 

Responsibilities:

Customer Relationship & Advocacy

• Serve as the primary point of contact for assigned ERP customers after implementation.
• Build deep, trusted relationships with decision-makers and power users.
• Act as the customer's internal champion, ensuring their voice is represented in company decisions.

Customer Satisfaction & Retention

• Monitor customer health scores, usage metrics, and feedback to proactively address issues.
• Conduct monthly business reviews to assess satisfaction, ERP adoption, and ROI.
• Implement action plans to resolve dissatisfaction quickly and prevent churn.
• Identify customer success stories and turn them into advocacy opportunities.

Escalation Management

• Serve as the lead point of contact for managing and resolving customer escalations.
• Coordinate cross-functional resources to address critical issues quickly and effectively.
• Ensure root causes are identified and preventative measures are implemented.

Retention & Growth Strategies

• Develop renewal strategies well in advance of contract expiration.
• Partner with account management and sales to identify upsell or expansion opportunities that genuinely benefit the customer.
• Track retention KPIs and take corrective action when risk is identified.

Collaboration & Continuous Improvement

• Collaborate with the Support team to ensure quick, high-quality resolutions to issues.
• Collaborate with the Sales team to ensure client satisfaction.
• Share best practices internally to improve the overall customer experience.

Education and Experience:

• Ten or more years in customer success, account management, or client services, ideally in ERP or enterprise software.
• Bachelor's degree in Business, Information Systems, or related field.
• Proven track record of improving customer satisfaction and retention rates.
• Strong relationship-building, conflict resolution, and communication skills.
• Analytical skills to interpret customer data and act on insights.
• ERP system experience (e.g., Microsoft Dynamics, NetSuite, SAP, Sage, Acumatica, etc.).
• Experience managing enterprise-level accounts.
• Familiarity with customer health scoring models and retention metrics.
• Experience working with customer facing businesses and application functions.
• Experience with a consulting organization or reseller is a plus.
• Ability to adopt specific methodology and work within a team.
• Strong collaboration skills.
• Professional demeanor.
• Excellent written, oral, and interpersonal communication skills.
• Flexibility: task assignment, priorities, work environment.
• Open minded, desire to learn.
• Quick thinker, creative problem solver.
• Detail oriented, strong analytical, numerical, planning, and reasoning abilities.
• Ability to work independently and on a team.
• Willingness to travel up to 30% in the US and Canada. Prospect and client locations may also be spread out over a geographic area.
  

About NexTec

NexTec Group is a consulting firm with customers and employees spread throughout the US and Canada, specializing in technology to help our clients manage and transform their business. This includes Enterprise Resource Planning (ERP) and Business Intelligence (BI), Cloud and On-premise solutions for mid-sized businesses. In the almost 30 years that NexTec has been in business, we've developed close working relationships with our customers, partners and each other. Consistently recognized on of the top 100 VARs by Bob Scott and Accounting Today, we have the biggest and most experienced Sage team in the industry with multiple Sage awards throughout the years, and our Acumatica team is a Gold-certified partner, a President's Club member, and Partner of the Year for 2025.

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