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