Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Sage Full time

**Job Description**:
At Sage, we're on a mission to transform the way businesses manage their finances, people, and operations. Our Customer Success Managers are at the heart of that mission—building strong, long-lasting partnerships with customers and ensuring they get maximum value from our solutions.

As a Customer Success Manager, you'll work with customers across our portfolio—Sage 300, Sage X3, Sage People, and Sage Intacct—to ensure retention, uncover new growth opportunities, and guide clients through key transitions such as moving from perpetual licences to subscription models or adopting cross-product solutions.

This is a high-impact role where your expertise, relationships, and strategic mindset will directly shape customer success and loyalty.

Key Responsibilities

What you'll do

Drive Retention & Renewals - Proactively manage customer relationships, address challenges, and deliver value to secure renewals and reduce churn.

Grow Accounts - Spot upsell opportunities across Sage and ISV modules, licences, and cross-product solutions, collaborating with partners to achieve customer goals.

Lead License Migration - Guide customers through transitions from perpetual licences to subscription-based models, demonstrating clear ROI and business value.

Be the Customer Advocate - Build trusted relationships with senior stakeholders, ensuring their voice is heard across Sage's product, sales, and support teams.

Enable Adoption & Engagement - Deliver training, best practices, and tailored success plans to help customers unlock the full potential of their Sage solutions.

Measure Success - Track key metrics such as renewal rates, upsell revenue, and licence migration progress, maintaining accurate CRM records.

What we're looking for

Must have:
3-5 years' experience in customer success, business development, or related roles in software/ERP.

Proven track record of achieving GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) targets.

Strong stakeholder management and negotiation skills.

Skilled in CRM tools and customer success platforms.

A self-starter with excellent organisation, communication, and time management skills.

Quick to learn new technology and able to align solutions to complex business challenges.

Comfortable with a hybrid working model and occasional travel.

Preferred:
2+ years' experience in partner (reseller/ISV) acquisition.

Strong professional network in ERP/accounting.

Bachelor's degree in finance, accounting, business, or a related field.

LI-MS2

Function

Sales

Country

Australia

Office Location

Sydney

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.

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