Customer Success Manager
Acumatica · Reston, VA · 3 wk ago
RemoteRemoteCustomer Service$100k–$120k/yrFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones.
We need to parse the job posting.
Content:
- Intro paragraph about Acumatica (company description). This could be "About the role"? Actually it's about company. Could be "About the role" or maybe "About Acumatica". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have "About the role" heading for company description? Usually "About the role" is about the job, but we can use it for company overview. Might be okay.
But we need to decide sections based on content.
We have:
- Job Description Responsiblities: What you will do: (list of responsibilities)
- Qualifications Requirements: (list of qualifications)
- Additional Information (EEO etc) - we need to remove EEO boilerplate.
- Salary range: 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.
- 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 coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others.
Thus we have Pay (salary range) and Benefits (list). Also maybe "Schedule"? Not mentioned. So we should not create Schedule section.
We also have "Qualifications" and "Requirements". The posting lumps them together: "Qualifications Requirements:" then a list. We could combine into a single "Requirements" section (or "Qualifications"). According to allowed headings, we have both Qualifications and Requirements. We could decide to use "Requirements" for the list. Or we could have both sections but they'd be duplicate. Better to have one section "Requirements" (or "Qualifications") containing the list. Since they said "Prefer a few substantive sections over many thin ones." So we can combine.
We also have "Skills"? Not explicitly separate; the qualifications list includes skills like communication, coaching, etc. Could be under Skills section. But we can incorporate into Requirements.
We need to preserve ALL substantive information. So we need to include the company description, responsibilities list, qualifications list, salary range, benefits list.
We must not include EEO boilerplate, application instructions, etc.
We need to remove duplicated lines.
Let's extract substantive content:
Company description (first paragraph(s) up to "Job Description Responsiblities:").
Let's copy:
"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."
We should keep that as prose under maybe "About the role" or "About Acumatica". Since heading options include "About the role". We'll use that.
Next: Responsibilities:
"Job Description Responsiblities: What you will do: 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."
We need to put each as
- under
.
Note spelling "Responsiblities" but we keep content.
Next: Qualifications Requirements:
"Qualifications 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"
We need to split into list items. Some sentences are concatenated without spaces; we need to parse.
Let's break:
- 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
Note there may be missing spaces after parentheses; we can keep as is.
Next: Additional Information (EEO etc) we remove.
Next: Salary range:
"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."
We need to output Pay section with this info. Since we have specific salary range, we can include that. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. So we can create Pay section.
We should present as prose () maybe with list? The salary range is a statement; we can put in
. The additional rewards info also prose.
Next: Benefits:
"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 coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others."
We need Benefits section. Since we have specific benefits listed for US-based employees, we can create Benefits section with a
- list.
We should not include the sentence about variation as filler? It's substantive but not a list. Could be a
preceding list.
We must not include placeholder text like "may vary depending on the nature of your employment". That's not placeholder; it's actual info. So we keep.
Now we need to output HTML fragment only, no markdown fences.
We'll structure:
About the role
...company description...
Responsibilities
- ...
...
Requirements
- ...
...
Pay
...salary range and additional rewards...
Benefits
Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.
- healthcare benefits (medical, dental and vision insurance for you and your dependents)
- employer paid Short-Term/Long-Term Disability and Basic life coverage
- 401(k) plan with company match
- Flexible time off
- sick and safe leave
We need to ensure we didn't miss any substantive info:
for prose. Do NOT repeat the job title as a heading. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. We need to parse the job posting. Content: - Intro paragraph about Acumatica (company description). This could be "About the role"? Actually it's about company. Could be "About the role" or maybe "About Acumatica". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have "About the role" heading for company description? Usually "About the role" is about the job, but we can use it for company overview. Might be okay. But we need to decide sections based on content. We have: - Job Description Responsiblities: What you will do: (list of responsibilities) - Qualifications Requirements: (list of qualifications) - Additional Information (EEO etc) - we need to remove EEO boilerplate. - Salary range: 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. - 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 coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others. Thus we have Pay (salary range) and Benefits (list). Also maybe "Schedule"? Not mentioned. So we should not create Schedule section. We also have "Qualifications" and "Requirements". The posting lumps them together: "Qualifications Requirements:" then a list. We could combine into a single "Requirements" section (or "Qualifications"). According to allowed headings, we have both Qualifications and Requirements. We could decide to use "Requirements" for the list. Or we could have both sections but they'd be duplicate. Better to have one section "Requirements" (or "Qualifications") containing the list. Since they said "Prefer a few substantive sections over many thin ones." So we can combine. We also have "Skills"? Not explicitly separate; the qualifications list includes skills like communication, coaching, etc. Could be under Skills section. But we can incorporate into Requirements. We need to preserve ALL substantive information. So we need to include the company description, responsibilities list, qualifications list, salary range, benefits list. We must not include EEO boilerplate, application instructions, etc. We need to remove duplicated lines. Let's extract substantive content: Company description (first paragraph(s) up to "Job Description Responsiblities:"). Let's copy: "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." We should keep that as prose under maybe "About the role" or "About Acumatica". Since heading options include "About the role". We'll use that. Next: Responsibilities: "Job Description Responsiblities: What you will do: 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." We need to put each as
- .
Note spelling "Responsiblities" but we keep content.
Next: Qualifications Requirements:
"Qualifications 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"
We need to split into list items. Some sentences are concatenated without spaces; we need to parse.
Let's break:
- 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
Note there may be missing spaces after parentheses; we can keep as is.
Next: Additional Information (EEO etc) we remove.
Next: Salary range:
"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."
We need to output Pay section with this info. Since we have specific salary range, we can include that. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. So we can create Pay section.
We should present as prose (
- list.
We should not include the sentence about variation as filler? It's substantive but not a list. Could be a
preceding list. We must not include placeholder text like "may vary depending on the nature of your employment". That's not placeholder; it's actual info. So we keep. Now we need to output HTML fragment only, no markdown fences. We'll structure:
About the role
...company description...
Responsibilities
- ... ...
Requirements
- ... ...
Pay
...salary range and additional rewards...
Benefits
Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you work.
- healthcare benefits (medical, dental and vision insurance for you and your dependents)
- employer paid Short-Term/Long-Term Disability and Basic life coverage
- 401(k) plan with company match
- Flexible time off
- sick and safe leave
) maybe with list? The salary range is a statement; we can put in
. The additional rewards info also prose. Next: Benefits: "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 coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others." We need Benefits section. Since we have specific benefits listed for US-based employees, we can create Benefits section with a