Manager, Customer Success

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.

Skillset:

• 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.

Responsibilities include but are not limited to:

• 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.

Qualifications :

• 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 technical and product acumen with the ability to drive adoption and value realization translating ERP capabilities into measurable business outcomes.

• Experience in a Partner/Channel Model: Demonstrated success working in environments where partners own implementation and/or ongoing customer relationships.

• Retention & Growth Ownership: Direct experience owning or materially influencing renewal churn and expansion metrics.

• Process & Program Development: Experience supporting and influencing customer success programs playbooks health scoring models and performance metrics.

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 . 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 $00 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 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 employees role.

Benefits/perks listed here may vary depending on the nature of your employment with Acumatica and the country where you -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 insurance 401(k) plan and company match and PTO among others.

Remote Work :

Yes

Employment Type :

Full-time