VP of Customer Success

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

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 presenta