Customer Success Manager

Acumatica

. Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals through effective territory management .

Posted 9/21/2026full-timeRemote • Virginia • SerbiaMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on achieving high NPS/CSAT scores, managing customer escalations, and driving subscription renewals and expansion. Proven ability to coach and mentor others while effectively communicating with C-level executives in a SaaS or ERP environment.

Highest-signal resume keywords

5+ Years SaaS ExperienceCustomer Success ManagementAccount ManagementCoaching and MentoringChurn Mitigation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success Best PracticesSubscription RenewalsTerritory ManagementPolicy and License KnowledgeProblem SolvingHigh-Stakes Account Management

Soft Skills

Excellent Communication SkillsDetail-OrientedOrganizedResourcefulSelf-Directed

Industry Keywords

SaaSERPNPSCSATCustomer Satisfaction

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals through effective territory management
Coach and teach partner Customer Success Managers (P-CSMs) to excel at customer success
Own and manage customer escalations and coordinate across departments through final resolution
Assist P-CSMs with policy and license questions
Contribute to Customer Success best practices

Requirements

What you’ll need

5+ years of SaaS or ERP experience, preferably in Sales, Implementation, or Support roles
Located in the USA
Excellent oral and written communication skills
Ability to work efficiently and effectively in a telecommuted, mostly distributed environment
Ability to listen, ask questions, build consensus, de-escalate, and solve ambiguous problems
Experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion
Ability to coach and teach others how to excel as customer success managers
Passion for driving customer satisfaction and making sound business decisions
Ability and interest in learning new software, processes, and policies and sharing that knowledge
Quick learner, resourceful, self-directed, and able to work independently
Detail-oriented and organized
Ability to effectively interact with C-level executives of companies with 100+ employees
Ability to manage tense situations and bring them to effective resolution
Proficiency in handling diverse workloads and prioritizing effectively
Willingness to contribute to overall team success

Benefits

Comp & perks

Annual bonus eligibility for certain roles
Stock eligibility for certain roles
Sales incentives for certain roles, based on revenue or utilization
Healthcare benefits for US-based employees, including medical, dental, and vision insurance for employees and dependents
Employer-paid short-term and long-term disability coverage
Employer-paid basic life coverage
401(k) plan with company match
Flexible time off
Sick and safe leave
Professional and financial growth potential
Work/life balance
Remote work / distributed-company environment