Acumatica
cloud ERP (Enterprise Resource Planning)
CustomerSuccessOperationsManager
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Success Operations Manager at Acumatica. Skills: de-escalation, resolution, Partner of Record (POR) change management, Value-Added Reseller (VAR) transitions, customer retention, churn mitigation. 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”
What You'll Achieve.
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
Industry & Context.
Demonstrated ability to identify root causes and drive structured resolution
What They're Looking For.
Must Have
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, conflict resolution and de-escalation skills, 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, 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, documentation, CRM usage, and process discipline, Ability to influence stakeholders without direct authority
Nice to Have
Experience with partner ecosystems, channel sales, or indirect go to market models preferred
What You'll Do.
Lead de-escalation of high-risk customer situations and restore customer confidence
Own end to end POR change lifecycle including intake
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
Professional Services
Manage partner engagement during transitions to ensure continuity and service quality
and compliance standards
and root causes using CRM and reporting tools
Drive process improvement
and standard operating procedures
Provide guidance to internal teams on POR policies
Maintain accurate case documentation
and stakeholder communication
How You'll Work.
Team & Collaboration
Coordinate cross functional teams including Customer Success, Support, Professional Services, and Channel; Manage partner engagement during transitions; Provide guidance to internal teams on POR policies, escalations, and best practices; Stakeholder management across customers and partners
Communication Scope
communication skills across customers, partners, and executive stakeholders; Clear communication in high pressure situations
Full Job Description
Acumatica 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.](http://www.acumatica.com./) Customer 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 mitigati
Applying for this Customer Success Operations Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Acumatica?
Real rants from real employees. Read before you apply.