Overview
Join to apply for the Customer Success Manager role at Sage. 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.
Responsibilities
* 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.
* Drive Customer Success Planning: Develop and maintain comprehensive customer success plans that map out the journey to achieving desired outcomes with Sage.
* 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.
Qualifications
* 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.
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
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