VP of Customer Success

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 & GrowthDrive 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 & ExperienceMap 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 LeadershipRecruit, 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 CollaborationAlign 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.