Customer Success Manager – ERP Implementation (US)

About the Role

We are looking for a customer-focused Customer Success Manager (CSM) to manage and grow relationships with clients. This role bridges implementation, support, and long-term account management, ensuring customers successfully adopt ERP and achieve measurable business outcomes.

You will work closely with Functional Consultants, Project Managers, Developers, and Sales teams to drive onboarding, user adoption, renewals, and expansion across accounting, inventory, manufacturing, CRM, HR, and other ERP modules.

Key Responsibilities

Client Ownership (Pre-Sale & Post-Sale)

Support the sales team during the pre-sales phase by participating in discovery calls, requirement gathering, solution design discussions, and product demonstrations

Help qualify opportunities by understanding customer business processes, pain points, and ERP requirements

Collaborate with sales and delivery teams to draft Statements of Work (SOW), including project scope, deliverables, assumptions, timelines, responsibilities, and acceptance criteria

Estimate implementation effort, resource requirements, project phases, and delivery timelines based on functional and technical complexity

Assist in defining pricing ranges, service packages, and implementation budgets in alignment with project scope and internal delivery capacity

Own customer relationships after contract signing and implementation kickoff

Act as the primary point of contact for client stakeholders and business users throughout the customer lifecycle

Ensure smooth handover from Sales → Implementation → Support/Customer Success

Translate pre-sales commitments and scope into clear implementation expectations for delivery teams

Understand customer business workflows and ensure ERP solutions are aligned to operational and reporting needs

Adoption & Value Realization

· Drive adoption of ERP modules including Accounting, Inventory, Manufacturing (MRP), CRM, Sales, Purchase, and HR

· Conduct user training sessions, onboarding workshops, and process walkthroughs

· Monitor system usage and identify underutilized features and improvement areas

· Ensure customers achieve time-to-value and operational efficiency targets

Implementation Coordination

Partner with Project Managers | Business Analyst and Functional Consultants during onboarding and stabilization

Track milestones, risks, and dependencies during implementation phases

Coordinate enhancements, change requests, and optimization cycles

Translate business needs into clear functional requirements for delivery teams

QBRs & Success Planning

· Conduct Quarterly Business Reviews (QBRs) with client leadership

· Present adoption metrics, ROI, operational improvements, and product roadmap

· Build and maintain customer success plans aligned with business goals

· Track health scores, satisfaction, churn risk, and expansion readiness

Retention & Expansion

· Drive renewals of support and service contracts

· Identify upsell and cross-sell opportunities (new modules, users, integrations, support plans)

· Collaborate with Sales on expansion strategies and account growth

Escalations & Customer Advocacy

· Act as the internal voice of the customer

· Manage escalations related to implementation quality, system performance, or delivery issues

· Ensure timely resolution by coordinating with functional and technical teams

Required Qualifications

3+ years of experience in Customer Success, ERP consulting, SaaS account management, or software implementation

Experience with ERP systems (Odoo, NetSuite, SAP, Dynamics, or similar)

Strong understanding of business processes (Accounting, Inventory, Manufacturing, Sales, HR, or Finance)

Experience using CRM tools (Salesforce, HubSpot, or ERP CRM modules)

Excellent communication, presentation, and stakeholder-management skills

Ability to manage multiple client accounts and project timelines

Bachelor’s degree in Business, Economics, IT, or related field (preferred)

Job Type: Full-time

Pay: $48,000.00 - $60,000.00 per year

Work Location: In person