Customer Success Operations Manager

Company 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.

Job Description

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 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 

Qualifications

Required 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