Owned by EQT Partners, one of the world’s leading investment companies with over $100 billion under management, Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) with customers worldwide. But don’t take our word for it—read what analysts like IDC and Nucleus Research 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.
We recognize that no business succeeds alone, and that’s why Acumatica is more than a product—it’s a thriving community of partners, customers, and creators committed to delivering technology that enables tomorrow’s leading companies to innovate, collaborate, and grow on their terms. We’re a community working to continuously seek out better ways to work and to build the future of business, together.
Acumatica is a leading innovator and publisher of Cloud business management (ERP) software that powers 10,000 SMB customers worldwide. Our holistic offering includes a best-in-class platform, a suite of Industry Editions, and hundreds of fully integrated first- and third-party apps.
Acumatica’s culture is casual 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:
Acumatica sells through a partner channel, yet we are highly customer-centric. In 2018, we created the Customer Success team to drive even greater outcomes for our customers. To support our growth, we are looking for a Senior Manager. This is a customer-facing, hands-on role that will start with a 70/30 Individual Contributor / People Manager mix. That mix’s center of gravity will rapidly shift towards more of a People Manager role as you build up the org structure and team and its success. This role reports to the VP of Customer Success.
What you will do:

• Flesh out and operate the Customer Center of Excellence program, including developing all success plans, assets, processes, procedures, best practices, org structure, manage customer escalations personally (and then build the team to do so)
• Drive retention, expansion and loyalty of the customer under your direct management and that of your growing team
• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals.
• Build a high-performing team and uplifting culture by hiring, developing and retaining top talent
• Own and manage customer escalations and coordinate across departments through to final resolution.
• Work with IT to envision and get the ad hoc systems and tools designed, configured, and implemented.

Requirements:

• Must have extensive SaaS and Customer Success experience, ERP experience preferred.
• Must be located in the USA.
• Excellent oral & written and frictionless communication skills, including with top executives
• You must be self-directed, and have done this before, and have extensive people-management experience
• 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 team.

Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you have a disability and you believe you need reasonable accommodation to search for a job opening or to submit an online application, please email HR@acumatica.com. 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 unrelated to a disability, will not receive a response.
For this role, the salary range is $160,000-$185,000 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 for full-time employees. 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- one plan 100% ER paid), 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;
• 15 days of PTO (paid time off);
• 5 sick days;
• 9 paid holidays
• 3 Floating Holidays;
• Paid Parental leave

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