Customer Success Director
1 week ago
We are seeking a seasoned Customer Success Director to lead our team in delivering exceptional customer experiences.
About the RoleThis is a hybrid role with three days per week spent in one of our UK location hubs. As a key member of our Customer Operations team, you will be responsible for driving customer success and satisfaction across our mid-market and strategic customer accounts.
Key Responsibilities- Build trusted relationships with key stakeholders to align Sage solutions with customer goals.
- Create tailored success plans to guide customers toward achieving their objectives using Sage Intacct and Marketplace Partners.
- Meet and exceed team KPIs while driving measurable customer outcomes.
- Mentor and coach team members to improve performance.
- Enhance customer satisfaction and NPS while fostering advocacy.
- Implement improvements to enhance team efficiency and consistency.
- Conduct workshops and create content to support customers and colleagues.
- Represent customer needs to product teams and share product updates to drive engagement.
- Oversee mid-market and strategic customer accounts to ensure value.
- Address escalations and customer success queries promptly.
- Strengthen customer connections through events and communication.
- Identify and address renewal risks to maintain retention.
- Lead complex renewal negotiations for beneficial agreements.
- Support customers post-implementation to ensure long-term success.
We offer a competitive base salary (£60,000 - £80,000 per annum) 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, and flexible work patterns and hybrid working.
About Working at SageSage is a global business that supports millions of small and medium-sized businesses with technology to work faster and smarter. Our colleagues are the best of the best, and we were awarded 2024 Best Places to Work by Glassdoor. We celebrate individuality and welcome applicants from all backgrounds, identities, beliefs, and ways of working.
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