Customer Success Manager

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 itread 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 needsfeaturing 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 productwe 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.

Job Description

What You Will Do

• Serve as the primary point of contact for a portfolio of Acumatica customers, ensuring their success and satisfaction throughout the customer lifecycle.
• Drive adoption of Acumatica solutions, helping customers achieve their business goals and maximize ROI.
• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and proactive account management.
• Conduct regular business reviews (QBRs/ABRs) to assess progress, identify opportunities, and align strategic objectives.
• Own and manage customer escalations, coordinating across departments to ensure timely and effective resolution.
• Provide guidance on product features, policies, and licensing questions.
• Act as a trusted advisor, sharing best practices and insights to help customers optimize their use of Acumatica.
• Contribute to Customer Success best practices and continuously improve processes to enhance customer experience.

Qualifications

Requirements

• 5+ years of SaaS or ERP experience, preferably in Customer Success, Account Management, Implementation, or Support roles.
• Located in the USA.
• Excellent oral and written communication skills with a frictionless, professional style.
• Ability to work efficiently and effectively in a remote/distributed environment.
• Strong listening and problem-solving skills; able to build consensus and de-escalate tense situations.
• Experience managing high-stakes accounts, subscription renewals, churn/contraction mitigation, and expansion.
• Passion for driving customer satisfaction and making sound business decisions.
• Quick learner who enjoys mastering new software, processes, and policiesand sharing that knowledge.
• Resourceful, self-directed, detail-oriented, and highly organized.
• Comfortable interacting with C-Level executives at mid-market and enterprise companies.
• Ability to prioritize effectively and manage diverse workloads in a dynamic, fast-paced environment.
• Team player committed to contributing to the overall success of the team.

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 HR@acumatica.com. 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 $100,000-120,000 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.