Customer Success Manager (Channel Partners)

Acumatica•Reston, VA

16h•Remote

About The Position

Acumatica is a leading innovator in cloud ERP solutions, seeking a Customer Success Manager (Channel Partners) to join their growing team. This role focuses on achieving world-class customer success metrics through effective territory management and by coaching partner Customer Success Managers (P-CSMs). The position involves owning customer escalations, assisting with policy and license inquiries, and contributing to the development of Customer Success best practices. Acumatica is a distributed company with a collaborative, high-energy culture that values work/life balance, efficiency, simplicity, customer service, and making a difference. The company was acquired by Vista Equity Partners in May 2025 and offers exceptional professional and financial growth potential.

Requirements

5+ years of 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 team.

Responsibilities

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.