Manager, Customer Success

Acumatica is a leading innovator in cloud ERP solutions, dedicated to helping small and midsized companies thrive in the digital economy. The Manager of Customer Success will lead a team of Customer Success Managers to drive customer health, retention, and expansion across a global portfolio, collaborating closely with partners to achieve key metrics and customer outcomes.

Responsibilities:

• 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

Requirements:

• 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
• 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
• ERP experience preferred but not required