Director, Customer & Partner Success Medium UKI Job Description: We're looking for a bold, strategic leader to take our Customer Success function to the next level. This is a high-impact role with responsibility for both our Direct and Indirect business, focused on delivering world-class customer experiences and market-leading retention across our Medium product segment in the UKI region. You'll lead a team through transformation - evolving our in-life customer model to one that's scalable, sustainable, and focused on lifetime value. With a total RRbV of around £120M, this is a chance to shape the future of how we support and grow our customer base, while building a high-performing, data-driven team culture. Please note locations for this role are either Newcastle or Winnersh with hybrid working pattern 3 days/week in the office. Key Responsibilities: What You'll Be Driving - Lead and inspire the Customer Success teams for both Direct and Partner channels, exceeding retention, go-live, and advocacy targets. - Define and evolve the strategy to support customers at scale, delivering value at every stage of their journey. - Drive lifetime value by reducing churn and contraction, and increasing in-life revenue. - Champion a data-led approach to performance, customer value, and continuous improvement. - Collaborate across Support, Operations, Product, Engineering, and Centres of Excellence to ensure seamless customer experiences. - Set clear standards for internal teams and partners, ensuring consistent delivery and enablement across the board. - Manage service delivery partners and ensure they're equipped to drive success and retention. - Work closely with Sales to support growth opportunities and act as a customer advocate. - Own accurate forecasting for Direct and Indirect in-life performance across the Medium product range. - Provide thought leadership on in-life strategy and represent the voice of the customer in business, product, and process decisions. - Define and track OKRs and KPIs to drive outcomes and foster a strong, inclusive team culture. - Use colleague feedback and Glint insights to build a high-performance, high-satisfaction environment. - Coach your team daily, stepping in to support customer conversations and escalations when needed. - Deliver regular updates and insights to the Leadership Team, showcasing progress and impact. What You Bring - Proven experience leading large, complex Customer Success teams - including both Direct and Partner channels. - A strategic mindset with a passion for customer experience, retention, and lifetime value. - Strong leadership skills - you've led leaders and know how to build engaged, high-performing teams. - Confidence in managing senior stakeholders across commercial and technical functions. - A collaborative spirit and the ability to influence cross-functional teams. - A data-driven approach to decision-making and performance improvement. - Excellent communication skills and a reputation as a trusted advisor - both internally and externally. Benefits: - We have plenty watch this Video to learn more - Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage. - 25 days of paid annual leave with the option to buy up to another 5 days - 8 bank holiday days - Paid 5 days yearly to volunteer through our Sage Foundation - 50% income protection - Holiday buy sell - Comprehensive health, dental, and vision coverage - Work away scheme for up to 10 weeks a year - Ongoing training and professional development - Healthy Mind app membership - Access to various helpful memberships for finances, health and wellbeing LI-FC1 Function: Customer Operations Country: United Kingdom Office Location: Newcastle;Winnersh Work Place type: Hybrid Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/ Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com. 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