Customer Success Manager (Channel Partners)

Acumatica is a leading innovator in cloud ERP (Enterprise Resource Planning) solutions, helping small and midsized companies thrive in today’s digital economy. Our industry-specific business management solution features intelligent workflows and market-leading usability to manage risk, anticipate disruption, and seize new opportunities. Acumatica is built on principled business practices, growth-friendly licensing, and flexible deployment options, empowering organizations to control their own future. We are a community of partners, customers, and creators committed to elevating business performance through collaboration and real-world insights. In May 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data, and technology-enabled businesses.

Our culture is collaborative and high-energy, valuing work/life balance, efficiency, simplicity, and freakishly friendly customer service. We offer exceptional professional and financial growth potential.

About the role

You will drive world-class NPS/CSAT scores, retention, churn mitigation, renewals, and expansion goals through effective territory management. As a coach and mentor, you will teach our partner’s Customer Success Managers (P-CSMs) how to excel in customer success while owning and resolving customer escalations across departments. You will also assist with policy and license questions and contribute to best practices in customer success.

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, Implementation, or Support roles.
• Located in the USA.
• Excellent oral and written communication skills, with the ability to communicate frictionlessly.
• Experience working efficiently and effectively in a distributed, remote environment.
• Strong listening, consensus-building, and problem-solving skills in ambiguous situations.
• Enjoy coaching and teaching others to excel as customer success managers.
• Experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• Passion for driving customer satisfaction and making sound business decisions.
• Enthusiasm for continuous learning—whether new software, processes, or policies—and sharing that knowledge.
• Ability to learn quickly, work resourcefully and self-directed, and operate independently.
• Detail-oriented and highly organized.
• Experience interacting effectively with C-Level executives at companies with 100+ employees.
• Ability to manage tense situations and bring them to effective resolution.
• Proficiency in handling diverse workloads and prioritizing effectively.
• Thrive in a dynamic, fast-paced, and continuously evolving work environment.
• Team player committed to contributing to the overall success of the team.

Pay

The salary range for this role is $100,000–$120,000 annually, depending on location, skills, qualifications, and experience. Eligible roles may also receive additional rewards, including annual bonuses, stock awards, and sales incentives based on performance and role-specific plans.

Benefits

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 leave, and safe leave.