Customer Success Operations Manager

Company DescriptionAcumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) solutions with growing businesses worldwide. But don't take our word for it—read what analysts like G2, IDC, Nucleus Research, and Info-Tech 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. Acumatica is more than just a product—we are a community of partners, customers, and creators committed to elevating business performance. Our ecosystem is driven by collaboration, merging leading technology and real-world insights to put organizations control of their future. In May of 2025, Acumatica was acquired by Vista Equity Partners, a global investment firm focused on enterprise software, data and technology-enabled businesses.

Acumatica's culture is collaborative 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: http://www.acumatica.com.

Job DescriptionCustomer Success Operations Manager focuses on de-escalation and resolution of high-risk customer issues within SaaS and ERP environments. Specializes in Partner of Record (POR) change management and Value-Added Reseller (VAR) transitions. Leads customer escalations with a focus on retention, churn mitigation, and structured resolution across Customer Success, Professional Services, Support, and Channel teams. Acts as escalation lead for complex customer and partner disputes, guiding customers through partner change decisions while maintaining service continuity and ecosystem stability. 

Key Responsibilities:

Lead de-escalation of high-risk customer situations and restore customer confidence Own end to end POR change lifecycle including intake, triage, risk assessment, and resolution Serve as primary escalation point for customers requesting VAR/partner changes Assess churn risk using account signals and implement retention strategies Resolve conflicts between customers and partners using structured communication frameworks Identify root causes of dissatisfaction and recommend corrective actions Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel Manage partner engagement during transitions to ensure continuity and service quality Enforce POR policies, governance, and compliance standards Track POR case data, trends, and root causes using CRM and reporting tools Drive process improvement, documentation, and standard operating procedures Provide guidance to internal teams on POR policies, escalations, and best practices Maintain accurate case documentation, timelines, and stakeholder communication 

Success Metrics:

 Customer retention rate for accounts with POR changes Drive retention by resolving VAR disputes and retaining customers with existing partners while reducing churn risk Reduction in churn and revenue contraction linked to partner dissatisfaction Time to resolution for POR escalation cases Customer satisfaction scores during and after transition Partner satisfaction and ongoing engagement Data quality, documentation accuracy, and process compliance 

QualificationsRequired Qualifications:

5 plus years' experience in SaaS or ERP in Customer Success, Account Management, Professional Services, or Support Proven experience managing escalations and high-risk customer scenarios Strong conflict resolution and de-escalation skills Experience with partner ecosystems, channel sales, or indirect go to market models preferred Strong communication skills across customers, partners, and executive stakeholders Demonstrated ability to identify root causes and drive structured resolution Experience managing churn risk and customer retention strategies Strong organizational skills with ability to manage multiple complex cases Ability to make decisions in ambiguous environments with competing priorities Experience working cross functionally across business units Strong documentation, CRM usage, and process discipline Ability to influence stakeholders without direct authority 

Core Competencies:

Customer empathy and active listening Conflict resolution and negotiation De-escalation and crisis management Operational excellence and process ownership Risk assessment and mitigation Stakeholder management across customers and partners Clear communication in high pressure situations Additional InformationAcumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. 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 not related to a disability, will not receive a response. For this role, the salary range is $100,000-120,000 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. 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, dental and vision insurance for you and your dependents), employer paid Short-Term/Long-Term Disability and Basic life coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others.