Customer Success Manager

Acumatica; Capetown (CA); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading company in cloud ERP is seeking a Customer Success Manager in Africa. This role focuses on achieving high customer satisfaction and retention, coaching partners, and managing escalations. Ideal candidates will have extensive SaaS or ERP experience and strong communication skills.

Qualifications

• 5+ years of SaaS or ERP experience in Sales, Implementation, or Support roles.
• Experience with high-stakes account management, subscription renewals, and churn mitigation.

Responsibilities

• Achieve world-class NPS/CSAT scores and manage customer escalations.
• Coach partner’s Customer Success Managers on best practices.

Skills

Communication

Customer Satisfaction

Coaching

Account Management

Problem Solving

Job description

Acumatica is a company on a mission. We are a leading innovator in cloud ERP (Enterprise Resource Planning) with customers worldwide. But don’t take our word for it—read what analysts like G2 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.

We recognize that no business succeeds alone, and that’s why Acumatica is more than a product—it’s a thriving community of partners, customers, and creators committed to delivering technology that enables tomorrow’s leading companies to innovate, collaborate, and grow on their terms. We’re a community working to continuously seek out better ways to work and to build the future of business, together.

Acumatica is owned by EQT Partners, one of the world’s leading investment companies.

Acumatica’s culture is casual 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

We are looking to hire a Customer Success Manager in Africa.

In this role you will:

1. Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
2. Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success.
3. Own and manage customer escalations and coordinate across departments to final resolution.
4. Assist P-CSMs with policy and license questions.
5. Contribute to Customer Success Best practices.

Qualifications

• 5+ years of SaaS or ERP experience, preferably in Sales, Implementation, or Support roles.
• You are located in Africa.
• You have excellent oral & written communication skills.
• You work efficiently and effectively in a telecommuted environment (we are mostly a distributed company).
• You enjoy coaching and teaching others how to excel as a customer success manager.
• You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• You are passionate about driving customer satisfaction and making good business decisions.
• You enjoy learning new software, processes, or policies – and sharing that knowledge.
• You learn quickly, are resourceful and self-directed, and can work independently.
• You are detail-oriented and organized.
• You effectively interact with C-Level executives of 100+ employee companies.
• You effectively manage tense situations and help bring them to an effective resolution.
• You enjoy handling diverse workloads and can prioritize effectively.
• You thrive in a dynamic, fast-paced environment.
• You are a team player, willing to contribute to the overall success of the team.

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. We do not discriminate based on disability.

If you need a reasonable accommodation to search or apply for a job, please email [emailprotected]. This email is dedicated to assisting disabled job seekers. Other inquiries will not receive a response.