The Customer Success Team Manager is responsible for ensuring every Sage Intacct for Education customer receives a consistently high-quality, value-driven experience after go-live.
This role leads and coordinates ION's CustomerSuccess Specialists, ensuring customers are supported, trained, engaged and growing — while ION achieves strong retention, satisfaction, and expansion.
The Customer Success Team Manager does not personally manage customer accounts. Instead, they ensure the Customer Success team, processes, and systems operate effectively to deliver outstanding outcomes at scale.
Key objectives
* Deliver an excellent and consistent customerexperience
* Maximise customer satisfaction, retention, and renewal rates
* Drive adoption of Sage Intacct modules and ION products
* Ensure Customer Success operates efficiently, predictably, and commercially
Core responsibilities
1. Team leadership
* Line manage a team of Customer SuccessSpecialists
* Set clear priorities, workloads, and performance expectations
* Coach, develop, and support team members
* Ensure the team has the product and sector knowledge required to serve education customers
* Hire and onboard new Customer SuccessSpecialists.
2. Customer Success delivery
Oversee all day-to-day Customer SuccessSpecialists activity, including:
* Ticket handling and prioritisation
* Customer escalations and issue resolution
* Monthly customer review meetings
* Training delivery (remote and on-site)
* Ongoing customer enablement
Ensure customers experience:
* Fast response times
* Clear communication
* High-quality advice
* Consistent standards
3. Customer Success systems
* Own the effective use of Zendesk
* Ensure customer issues, engagement, and outcomes are accurately recorded
* Maintain visibility of customer health, risk, and satisfaction
* Ensure smooth handover and collaboration with Sales, Delivery, and Product teams
4. Knowledge & enablement
* Ensure Customer Success Specialists are fully enabled with:
* Product knowledge
* Release updates
* Best-practice guidance
* Support processes
* Maintain and improve internal documentation, playbooks, and escalation paths
5. Customer resources
* Own and improve all customer-facing enablement materials, including:
* Knowledge base articles
* Training materials
* Videos and webinars
* Community content
* Increase customer self-service and reduce avoidable support demand
6. Customer satisfaction & retention
Monitor and improve:
* CSAT
* Customer feedback
* Adoption and engagement
* Churn risk
* Proactively identify and manage at-risk customers
* Drive proactive churn prevention strategies
* Champion customer feedback and advocate for customer needs internally
7. Commercial growth
* Work with the Account Director to Identify opportunities for:
* Licence add-ons
* Module upgrades
* ION products
* Training and services
Key performance indicators
* Customer satisfaction (CSAT)
* Retention and churn
* SLAs, support resolution times and escalation volumes
* Customer referrals
* Customer video testimonials and references
* Expansion revenue from existing customers
Key Skills & Competencies
* Customer-centric mindset with commercial awareness
* Strong people management and coaching skills
* Excellent communication and stakeholder management
* Analytical and data-driven decision-making
* Conflict resolution and escalation management
* Ability to scale processes in a growing organisation
Experience & attributes
* Experience in Customer Success, Support, or SaaS operations
* Experience with ERP, finance systems, or education sector software desirable
* Strong organisational and people-management skills
* Commercially aware with a customer-first mindset
* Data-driven and comfortable using CRM and support platforms
* Calm, structured, and able to manage competing priorities
Job Type: Full-time
Pay: £45,000.00-£55,000.00 per year
Benefits:
* Casual dress
* Company pension
* Employee stock ownership plan
* Enhanced maternity leave
* Financial planning services
* Free parking
* On-site parking
Application question(s):
* Work in the office a minimum of 3 days per week?
Experience:
* Customer Success: 3 years (required)
Work authorisation:
* United Kingdom (required)
Location:
* Newcastle upon Tyne NE13 9BA (required)
Work Location: In person