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:

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.

• 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.

• 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.

• 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…