Customer Success Manager (Channel Partners)

Company DescriptionAcumatica is a company on a mission. We are a leading innovator in cloud ERP with customers located around the world. But don’t take our word for it—read what analysts like G2 and Info-Tech have to say about us.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: Job DescriptionResponsiblities: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.QualificationsRequirements:5+ yearsof 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 teamAdditional InformationAcumatica 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 View email address on click.appcast.io. 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.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.SummaryType: Full-timeFunction: Customer ServiceExperience level: Mid-Senior LevelIndustry: Information Technology And Services