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Customer Success Manager

Job Description:

The Sage Customer Success team’s sole mission is to ensure the success of our customers. The Customer Success Manager (CSM) is responsible for providing technical leadership, innovations, and capabilities to multiple Sage financial products including Sage for Accountants, GoProposal, Futrli, and Auto Entry. This role aims to accelerate adoption, drive greater business value, and increase customer satisfaction.

As a CSM you will help guide customers through their Sage journey by developing an understanding of their business requirements and goals, and how they are using our solutions. Leveraging this customer knowledge and deep product expertise, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your customers maximize value from their investment in our solutions. You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.

This role is hybrid out of our Lawrenceville or Atlanta office.

Key Responsibilities:

• Proactively manage the success of a portfolio of customers to ensure they are realizing consistent value from their Sage partnership.

• Be a trusted technical advisor throughout the customer journey from onboarding to renewal by assisting with product enablement questions, providing relevant adoption & technical recommendations, and helping customers maximize utilization of our platforms to achieve their goals

• Help customers navigate the customer lifecycle by engaging with other Sage teams & resources as necessary.

• Monitor and identify trends in adoption and active usage by customers, to help management address gaps and identify churn mitigation initiatives.

• Identify and assess renewal risks and collaborate with internal teams to mitigate.

• Assist with high severity request or issue escalations as needed.

• Actively identify upsell and cross-sell opportunities throughout the Sage ecosystem.