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.
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