Manager, Customer Success

Company Description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide. But don’t take our word for it—read what analysts like G2, IDC, Nucleus Research, and Info-Tech have to say about us. Acumatica is different by design and purposely built to help small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs—featuring intelligent workflows and market-leading usability that enable companies to manage risk, anticipate disruption, and seize new opportunities. Our principled business practices, growth-friendly licensing, and flexible deployment options put organizations in control of their own future. Acumatica is more than just a product—we are a community of partners, customers, and creators committed to elevating business performance. Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their future. In May of 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data and technology-enabled businesses.

Acumatica’s culture is collaborative and high-energy. We are passionate about our product and our mission, and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Acumatica offers exceptional professional and financial growth potential. To learn more about Acumatica’s mission, please visit: http://www.acumatica.com.

Job Description

In this role, you will lead a team of five Customer Success Managers and hold responsibility for a global portfolio representing more than $80M in ARR, driving customer health, retention, and expansion in close collaboration with our partners.

Skillset:

• Customer-Centric Leadership: Demonstrated ability to build a high-performance, customer-first culture that drives retention, satisfaction, and long-term value.
• Partner & Channel Management Acumen: Strong understanding of indirect channel models, including how to enable, influence, and hold partners accountable for customer outcomes.
• Strategic Thinking with Operational Discipline: Translate company goals into measurable Customer Success KPIs including churn, NRR, NPS, CSAT, retention, and adoption, driving disciplined execution and accountability within a partner-led model to improve customer health and expansion outcomes.
• Executive Communication & Influence: Skilled at engaging with senior stakeholders (internal, customer, and partner executives) and navigating complex, multi-party environments.
• Coaching & Talent Development: Proven ability to recruit, develop, and mentor Customer Success Managers to elevate performance and engagement.

Responsibilities include, but are not limited to:

• Develop and Lead the CSM Team: Hire, coach, and manage a team of CSMs responsible for customer health, adoption, retention, and growth across partner-managed accounts.
• Drive Retention & Expansion: Own key metrics such as gross/net retention, churn reduction, and expansion revenue in collaboration with our valued Partners.
• Partner Enablement & Accountability: Establish clear engagement models, success plans, and escalation paths with partners to ensure consistent customer outcomes.
• Customer Health & Risk Management: Manage a scalable customer health framework to proactively identify risk and drive value realization.
• Cross-Functional Collaboration: Partner with Sales, Customer Success Operations, Product, and Support to improve onboarding, adoption, and overall customer experience.
• Lead resolution of complex customer and partner escalations: Navigating high-stakes or tense situations with professionalism and urgency to drive alignment, restore confidence, and achieve effective, long-term outcomes.

Qualifications

• 5+ years of Customer Success experience, including 3+ years in a leadership role, with a proven track record of managing and scaling CSM teams in a SaaS or subscription-based environment.
• ERP experience preferred but not required.
• Strong technical and product acumen with the ability to drive adoption and value realization, translating ERP capabilities into measurable business outcomes.
• Experience in a Partner/Channel Model: Demonstrated success working in environments where partners own implementation and/or ongoing customer relationships.
• Retention & Growth Ownership: Direct experience owning or materially influencing renewal, churn, and expansion metrics.
• Process & Program Development: Experience supporting and influencing customer success programs, playbooks, health scoring models, and performance metrics.

Additional Information

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails sent for this purpose will be returned. Emails sent for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

For this role, the salary range is $110,000-130000 annually. This range represents the low and high end of the salary range for this job and may vary based on location. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and other relevant elements.

At Acumatica, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work. US-based employees gain access to healthcare benefits (medical, dental and vision insurance for you and your dependents), employer paid Short-term/Long-term Disability and Basic life insurance, 401(k) plan and company match and PTO, among others.