Customer Success Manager

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.

Responsibilities

Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.; Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.; Own and manage customer escalations and coordinate across departments to final resolution.; Assist P-CSMs with policy and license questions.; Contribute to Customer Success Best practices.

Requirements

5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles.; Located in the USA .; Excellent oral & written and frictionless communication skills.; You work efficiently and effectively in a telecommuted world (we are mostly a distributed company); You listen, ask questions, build consensus, de-escalate, solve ambiguous problems.; You enjoy coaching and teaching others how to excel as a customer success manager.; You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.; You are passionate about driving customer satisfaction and making good business decisions.; You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge.; You learn quickly, are resourceful and self-directed, and can work independently.; You are detail-oriented and organized.; You effectively interact with C-Level executives of 100+ employee companies.; You effectively manage tense situations and help bring them to an effective resolution.; You enjoy and are proficient at handling diverse workloads and can prioritize effectively.; You enjoy a dynamic work environment (continuously evolving and fast-paced); You are a team player, willing to contribute to the overall success of the team