[Hiring] Customer Success Manager @Ionic Partners

Role Description

We are seeking a Customer Success Manager who is excited to grow their Customer Success craft in a complex, high-impact ERP environment. In this role, you will partner with multiple non-profit, human services, and education customers to help them get real outcomes from Sparkrock: strong adoption, smoother operations, and better reporting. You will succeed if you enjoy learning quickly, leading clear customer conversations, and translating customer needs (especially around finance and payroll processes) into practical success plans and next steps, in close collaboration with internal teams.

• Build productive and strong relationships with multiple customers and develop connections with stakeholders to understand their unique operational challenges and map these to the value of Sparkrock products.
• Engage with customers to understand the current state of system use and pain points, status, and goals around technical, user, and business success.
• Create customer-centered success plans and execute Business Reviews.
• Collaborate with various internal teams (product, marketing, services) and share customer-centric feedback.
• Provide strategic advice to customers based on a thorough understanding of the current Sparkrock products and future roadmap-based improvements, expansions, and add-on solutions.

Qualifications

• BA/BS required.
• 2+ years of experience in a Customer Success, Implementation, or customer-facing SaaS role with responsibility for customer outcomes (not solely support/ticketing).
• Hands-on experience working with an ERP system in a customer-facing capacity (e.g., supporting users, enablement/training, requirements gathering, implementation support, workflow/process mapping).
• Practical exposure to finance and/or payroll processes within an ERP context (HR exposure is helpful, but finance/payroll is most important for this role).
• Experience working with Microsoft Business Central / Navision or another ERP platform, such as NetSuite, SAP, or Sage, and the ability to learn new systems quickly.
• Confidence leading remote customer meetings and presentations (e.g., trainings, implementation working sessions, QBRs/EBRs, or structured business reviews).
• Strong communication and relationship-building skills with the ability to ask good questions, synthesize what you hear, and align stakeholders on clear next steps.
• Strong organization and prioritization skills in a fast-paced, remote environment.
• Ability to support customers across North American time zones (EST-PST) based on client need.

Requirements

• Accounting Designation (Nice to have)
• CRM experience to manage accounts and opportunities (Nice to have)
• Experience as a Customer Success Key Account Manager, Sales, Consultant, or relevant role (Nice to have)

Benefits

• We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
• Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
• We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
• Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
• Stipend to help set up your ideal home office.
• Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!