Customer Success Manager

Job Description Our team is built on trust, respect, and genuine support for one another. We believe people do their best work when they feel valued, empowered, and encouraged to bring their authentic selves to the table. If you’re passionate about customer success, have a deep understanding of how finance teams operate, and thrive on building innovative solutions to solve real-world challenges, then we’d love to hear from you The Role: We’re looking for a dynamic and experienced Customer Success Manager to join our friendly and forward-thinking team. In this role, you’ll combine technical expertise with a deep understanding of finance operations to help our customers overcome challenges and achieve their long- and short-term goals. Your primary mission will be to supporting Sage Intacct and ensure that Sage customers derive maximum value from our solutions, guiding them toward business success and long-term partnership with Sage. You’ll bring innovative ideas to the table, work collaboratively to solve customer challenges, and create tailored plans that align with their unique needs. What We’re Looking For: Someone who understands how finance teams operate and can empathise with their challenges. A problem solver who’s comfortable having in-depth conversations with CFOs and senior finance leaders about accounting processes, software challenges, and business needs. A strategist who can build meaningful, long-term plans to help customers achieve their goals using Sage’s tools and innovations. A collaborator who thrives in a supportive, team-oriented environment. If you’re ready to join a team that truly cares for both its customers and colleagues and you’re excited about helping businesses thrive, we can’t wait to meet you Hybrid schedule — work from our Newcastle office three days a week. Build Trusted Partnerships: Cultivate strong, trusted advisor relationships with key stakeholders and executive sponsors to ensure all activities align closely with the customer’s business strategy and goals, maximizing the potential of Sage’s solutions. Drive Customer Success Planning: Develop and maintain comprehensive customer success plans that map out the journey to achieving their desired outcomes with Sage. Provide tailored recommendations, leveraging a deep understanding of Sage Intacct and our Marketplace Partners to align solutions with the customer’s unique needs. Deliver on Success Metrics: Consistently meet and exceed team KPIs while driving measurable outcomes for customers. Coach and Empower Colleagues: Share expertise by training and mentoring members of the immediate and wider teams on systems, processes, and best practices to elevate team performance. Enhance Customer Satisfaction: Actively improve and maintain customer satisfaction and NPS. Foster relationships that encourage participation in Sage’s customer advocacy programs. Lead Change Initiatives: Identify and execute large-scale initiatives to enhance operational efficiency, quality, and consistency within the team and across customer engagements. Inspire Thought Leadership: Drive knowledge-sharing initiatives, such as thought leadership sessions, enablement workshops, and content creation, to benefit both customers and colleagues. Be the Voice of the Customer: Represent customer needs and priorities to product management, influencing the product roadmap to reflect real-world requirements. Communicate upcoming product developments to customers to foster engagement and anticipation. Own Customer Relationships: Take overall responsibility for managing relationships with Sage’s mid-market and strategic customers, ensuring they derive ongoing value from their partnership with Sage. Support Customer Success Operations: Collaborate with the Community Administrator and Customer Services teams to address success-related queries, actions, and escalations efficiently. Handle Escalations: Provide direct support for high-priority or complex escalations, ensuring timely and satisfactory resolution. Promote Engagement: Actively encourage customer engagement through newsletters, webinars, and events to strengthen their connection with Sage. Manage Renewal Risks: Proactively identify and mitigate risks to subscription renewals by working closely with internal teams to safeguard customer retention. Lead Complex Renewals: Oversee intricate renewal negotiations, collaborating with senior stakeholders to craft commercially viable and mutually beneficial agreements. Guide the Customer Journey: Seamlessly transition customers from the implementation phase to success, ensuring they are equipped for long-term growth and satisfaction with Sage. Your Benefits Competitive base salary and commission structure Comprehensive health, dental and vision coverage Work away scheme for up to 10 weeks a year On-going training and professional development Paid 5 days yearly to volunteer through our Sage Foundation Flexible work patterns and hybrid working