Job Description

In order to serve our customer base more effectively, Sage is looking for a Customer Success Manager (CSM) to join our Customer Success team. As a Customer Success Manager, you are a critical part of the team, ensuring that customers are successful from the moment they launch our products. You will serve as a trusted advisor and strategic partner to customers who lean on Sage for guidance on how to rethink how they manage their accounting processes today. You’ll do this by driving adoption and ensuring that customers realize value from their partnership with us.

Key Responsibilities

• Proactively manage the success of a portfolio of customers to ensure that they are realizing consistent value from their Sage partnership
• Build and foster relationships with your portfolio of customers
• Drive adoption and build confidence in the new process they are designing
• Collaborate with partner, support, product, and engineering teams to address customer concerns and manage expectations
• Consult with customers regularly to check in on progress and uncover ways to deepen their relationship with Sage
• Own outcomes of your portfolio of customers including revenue and customer retention
• Demonstrate enthusiasm about the opportunity to help customers on a day-to-day basis

Qualifications

• 2+ years of experience in a Customer Success Management role
• Demonstrated ability to manage a large portfolio of SMB customers across various points of their customer journey
• Excellent written and verbal communication skills
• Organized with a high degree of attention to detail and follow-through
• Self-motivated and able to be proactive in solving problems
• Ability to work both independently and with a team
• Process-oriented with comfort using systems to track and report on customer activities
• Aptitude for learning software with comfort at a fast pace of learning on the job

Preferred Skills

• Prior experience working at a SaaS company, especially one that is driven by product-led growth
• Prior experience using a Customer Success Management System such as Gainsight, ChurnZero, etc.
• Accounting background, Accounts Receivable, and collection experience
• Experience working with ERP systems

Perks

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on demand career development options and ongoing training offerings

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.

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working.

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