Senior Customer Success Operations Specialist

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

Role Overview

The Customer Success Operations Specialist is a hands-on, execution focused role responsible for running recurring Customer Success programs, providing operational support to Customer Success Managers, and performing foundational data analysis. This role owns the execution of Customer Success operational programs that directly support retention, expansion, and Net Promoter Score performance. The role is considered part of the sales organization and supports overall team quota attainment without carrying an individual quota.

The position combines program execution, structured communication with customers and Value-Added Resellers (VARs), data analysis, and process improvement in a partner-lead ERP ecosystem where most customer relationships are managed through VARs. This role requires comfort operating in a multi-party environment with indirect customer relationships and shared ownership between Acumatica and partners. The role is accountable for program execution and follow up even when actions require coordination across multiple internal teams and external partners.

The primary objective is consistent, accurate, and on time execution of recurring programs while improving Customer Success Manager productivity through reduced manual effort, improved processes, and actionable data insights. Over time, the role will contribute to identifying operational pain points and documenting clear requirements for internal system and process improvements.

Success in this role is measured by consistent on time execution of Customer Success programs, measurable reduction in manual effort for Customer Success Managers, and delivery of clear, actionable insights that leadership can use to drive retention, expansion, and Net Promoter Score performance.

Key Responsibilities

Program Execution and Operations

·       Own and execute recurring Customer Success programs end to end, including license compliance, version compliance, surveys, and standardized customer and VAR communications.

·       Ensure all programs are executed accurately, efficiently, and on schedule.

·       Track program completion, outcomes, and exceptions.

·       Provide operational support to Acumatica Customer Success Managers who support both value-added resellers and direct customers.

·       Enforce process compliance and follow up on required actions to support team quota goals.

Customer and VAR Communication

·       Conduct regular external communication via email with customers and Value-Added Resellers as part of standard programs.

·       Ensure communication is clear, accurate, and aligned with defined processes and timelines.

·       Assist and coach Value-Added Resellers Customer Success teams on Customer Success programs and expectations.

Data Analysis and Reporting

·       Pull data from Acumatica systems, including CRM, to support Customer Success programs and reporting.

·       Use Excel to perform basic to intermediate analysis, including pivots, lookups, and data validation.

·       Use A