Customer Success Manager

Acumatica • Bellevue, WA

35d • $100,000 - $120,000 • Remote

About The Position

What You Will Do
Serve as the primary point of contact for a portfolio of Acumatica customers, ensuring their success and satisfaction throughout the customer lifecycle.
Drive adoption of Acumatica solutions, helping customers achieve their business goals and maximize ROI.
Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and proactive account management.
Conduct regular business reviews (QBRs/ABRs) to assess progress, identify opportunities, and align strategic objectives.
Own and manage customer escalations, coordinating across departments to ensure timely and effective resolution.
Provide guidance on product features, policies, and licensing questions.
Act as a trusted advisor, sharing best practices and insights to help customers optimize their use of Acumatica.
Contribute to Customer Success best practices and continuously improve processes to enhance customer experience.

Requirements

• 5+ years of SaaS or ERP experience, preferably in Customer Success, Account Management, Implementation, or Support roles.
• Located in the USA.
• Excellent oral and written communication skills with a frictionless, professional style.
• Ability to work efficiently and effectively in a remote/distributed environment.
• Strong listening and problem-solving skills; able to build consensus and de-escalate tense situations.
• Experience managing high-stakes accounts, subscription renewals, churn/contraction mitigation, and expansion.
• Passion for driving customer satisfaction and making sound business decisions.
• Quick learner who enjoys mastering new software, processes, and policies—and sharing that knowledge.
• Resourceful, self-directed, detail-oriented, and highly organized.
• Comfortable interacting with C-Level executives at mid-market and enterprise companies.
• Ability to prioritize effectively and manage diverse workloads in a dynamic, fast-paced environment.
• Team player committed to contributing to the overall success of the team.

Responsibilities

• Serve as the primary point of contact for a portfolio of Acumatica customers, ensuring their success and satisfaction throughout the customer lifecycle.
• Drive adoption of Acumatica solutions, helping customers achieve their business goals and maximize ROI.
• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and proactive account management.
• Conduct regular business reviews (QBRs/ABRs) to assess progress, identify opportunities, and align strategic objectives.
• Own and manage customer escalations, coordinating across departments to ensure timely and effective resolution.
• Provide guidance on product features, policies, and licensing questions.
• Act as a trusted advisor, sharing best practices and insights to help customers optimize their use of Acumatica.
• Contribute to Customer Success best practices and continuously improve processes to enhance customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees