Customer Success Manager; Channel Partners

Customer Success Manager (Channel Partners)

Company Description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide. Acumatica is designed to help small and midsized companies thrive, offering intelligent workflows and market‑leading usability. With a collaborative culture and a commitment to customer success, we provide growth‑friendly licensing and flexible deployment options.

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 partner 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.

Qualifications

• 5+ years of SaaS or ERP experience, preferably in Sales, Implementation or Support roles.
• Located in the USA.
• Excellent oral & written and frictionless communication skills.
• Works efficiently and effectively in a telecommuted environment.
• Strong listening, questioning, de‑escalation, and problem‑solving skills.
• Passion for coaching and teaching others.
• Experience with high‑stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• Committed to driving customer satisfaction and making good business decisions.
• Quick learner, resourceful, self‑directed, and able to work independently.
• Detail‑oriented, organized, and able to manage diverse workloads.
• Effectively interacts with C‑Level executives of 100+ employee companies.
• Team player, willing to contribute to overall success.

Additional Information

Acumatica is an affirmative action and equal opportunity employer. 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.

For this role, the salary range is $100,000–120,000 annually. In addition, eligible roles may receive other rewards, such as annual bonus, stock, and sales incentives based on performance.