Customer Success Operations Manager

Customer Success Operations Manager focuses on de-escalation and resolution of high-risk customer issues within SaaS and ERP environments. Specializes in Partner of Record (POR) change management and Value-Added Reseller (VAR) transitions. Leads customer escalations with a focus on retention, churn mitigation, and structured resolution across Customer Success, Professional Services, Support, and Channel teams. Acts as escalation lead for complex customer and partner disputes, guiding customers through partner change decisions while maintaining service continuity and ecosystem stability. 

Key Responsibilities:

• Lead de-escalation of high-risk customer situations and restore customer confidence 

• Own end to end POR change lifecycle including intake, triage, risk assessment, and resolution 

• Serve as primary escalation point for customers requesting VAR/partner changes 

• Assess churn risk using account signals and implement retention strategies 

• Resolve conflicts between customers and partners using structured communication frameworks 

• Identify root causes of dissatisfaction and recommend corrective actions 

• Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel 

• Manage partner engagement during transitions to ensure continuity and service quality 

• Enforce POR policies, governance, and compliance standards 

• Track POR case data, trends, and root causes using CRM and reporting tools 

• Drive process improvement, documentation, and standard operating procedures 

• Provide guidance to internal teams on POR policies, escalations, and best practices 

• Maintain accurate case documentation, timelines, and stakeholder communication 

Success Metrics: 

• Customer retention rate for accounts with POR changes 

• Drive retention by resolving VAR disputes and retaining customers with existing partners while reducing churn risk 

• Reduction in churn and revenue contraction linked to partner dissatisfaction 

• Time to resolution for POR escalation cases 

• Customer satisfaction scores during and after transition 

• Partner satisfaction and ongoing engagement 

• Data quality, documentation accuracy, and process compliance