Customer Success Manager – USA: Driving Customer Success

Acumatica’s Customer Success Manager Role: A Unique Opportunity in Cloud ERP Solutions

Introduction to Acumatica and the Role:

Acumatica, a leader in Cloud ERP solutions, is expanding its team with the exciting opportunity for a Customer Success Manager (CSM). This role is vital in driving customer success through Acumatica’s innovative platform, which serves over 10,000 SMB customers globally. With a culture that values work-life balance, simplicity, and effective customer service, Acumatica stands out as a workplace where passion meets purpose.

The Unique Nature of the CSM Role at Acumatica:

Unlike traditional direct sales models, the CSM at Acumatica plays a unique role. Here, you will manage customer relationships indirectly through partners. This approach involves significant time spent in coaching, training, and guiding partner CSMs. In certain situations, direct intervention with customers is also part of the job. This indirect management model creates an engaging and dynamic work environment, perfect for those who excel in coaching and collaborative settings.

Key Responsibilities of the Customer Success Manager:

1. Achieving Customer Success Goals:
   • Attain top-notch scores in NPS/CSAT, along with achieving targets in retention, renewals, and expansion.
   • Efficiently manage territories to ensure goal achievement.
2. Coaching Partner CSMs:
   • Guide and train partner CSMs in excelling at customer success.
   • Share best practices and lead by example to foster a culture of excellence.
3. Managing Customer Escalations:
   • Take charge of customer escalations, coordinating across departments for resolution.
   • Assist partner CSMs regarding policy and license queries.
4. Contributing to Best Practices:
   • Actively contribute to developing and refining customer success methodologies.

Who We Are Looking For:

• Experience: At least 5 years in SaaS, ERP, or related fields, preferably in Sales, Implementation, or Support.
• Location: Must be based in the USA, ideally near Atlanta, GA.
• Communication Skills: Exceptional oral and written communication abilities.
• Problem-Solving: Aptitude for resolving ambiguous problems and handling high-stakes account management.
• Learning and Sharing: A passion for learning new software and processes, and sharing that knowledge.
• Detail-oriented: Organized and meticulous in managing details.
• Interpersonal Skills: Capable of interacting with C-level executives and managing tense situations effectively.
• Team Player: A collaborative attitude and willingness to contribute to the team’s success.

What Acumatica Offers:

• Salary: $82,000-$112,000 annually, depending on skills, qualifications, and experience.
• Additional Rewards: Eligibility for annual bonuses, stock options, and sales incentives.
• Benefits for US Employees: Comprehensive healthcare, disability and life insurance, 401(k) with company match, generous PTO, and more.

Working at Acumatica:

Joining Acumatica means being part of a team that values innovation, customer-centricity, and making a difference. The role of a CSM at Acumatica is not just about managing relationships; it’s about shaping the success of both partners and customers. It offers a unique blend of leadership, coaching, and strategic management, making it an ideal role for individuals passionate about driving satisfaction and business decisions that matter.

If you are excited about joining a fast-paced, innovative team and have the skills and experience we seek, Acumatica welcomes your application. Embrace this opportunity to grow professionally while making a significant impact on SMBs across the globe with Acumatica’s cutting-edge ERP solutions.