Job Description

The Vice President of Customer Success at Acumatica will lead the strategy and execution of a partner-first Customer Success model, ensuring every customer becomes a “customer for life.”

Reporting to the Chief Revenue Officer, this role is accountable for driving retention, adoption, and advocacy across the customer lifecycle. The VP will architect scalable programs for partners, build and lead a high-performing Customer Success team, and leverage data-driven insights to improve Net Dollar Retention, Net Promoter Score, and overall customer satisfaction. This is a strategic leadership role requiring a blend of customer empathy, operational excellence, and growth mindset to deliver exceptional experiences and long-term value.

Retention & Growth

• Drive YoY Net Dollar Retention by improving renewal rates and expanding add-on adoption.
• Increase Net Promoter Score (NPS) and foster customer advocacy to support new business growth.

Customer Journey & Experience

• Map the full customer lifecycle (onboarding, adoption, usage, expansion, renewal) and implement technology-driven touchpoints.
• Architect partner methodologies for managing Acumatica customers and enable programs that deliver world-class experiences.
• Develop a structure for managing strategic accounts collaboratively with partners.
• Oversee team that manages in-house accounts to build best practices on customer success and account management.

Team Leadership

• Recruit, develop, and lead a high-performing team of Customer Success Managers focused on partner collaboration and customer satisfaction.

Data-Driven Insights

• Leverage analytics to design strategies for increasing product usage and train partners on adoption best practices.
• Identify friction points and provide actionable recommendations to the Executive team.
• Understand how to select and operate AI-based tools to drive productivity for customer success managers.

Cross-Functional Collaboration

• Align closely with Partner Enablement, Partner Sales, Product, and Education teams to drive adoption and resolve customer issues.
• Manage escalations across functions, ensuring timely and complete resolution.

Qualifications

• 15+ years overall experience working in SaaS companies.
• Bachelor's degree in business administration, marketing or related field.
• 5+ years in Customer Success, including 2+ years in a leadership role.
• Proven track record building modern Customer Success organizations for SMB customers, focusing on retention, expansion, and adoption.
• Experience in startup-like environments (fast-paced, resource-constrained, ambiguous).

Skills & Attributes

• Strong customer empathy combined with a passion for revenue growth and recurring business models.
• Strategic thinker with the ability to create actionable plans (goals, strategies, tactics, timelines).
• Analytical and process-oriented mindset; excellent communication and presentation skills.
• Ability to build executive-level relationships and influence cross-functional teams.
• Ideally, a mix of post-sale and sales experience.

Leadership

• Creative, enthusiastic leader who inspires teams and drives continuous improvement.

Additional Information

Acumatica 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 HR@acumatica.com. 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 $255,000-$280,000 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.