Manager, Customer Success Job Description:Our sole mission is to ensure our customers' success. We work with our customers to build relationships, learn about their businesses and drive value based on our customers’ self-defined goals. The Manager, Customer Success (CS) role is responsible for leading all CS activities within their region, with a focus on recurring revenue growth and customer satisfaction amongst their portfolio of customers. This role will be both a manager and individual contributor, serving 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:· Leads and motivates the CS team to deliver a high-performance culture, manage the teams’ performance objectives, delegation, and development. Includes training and coaching the team on systems and associated processes.· Manage the capacity and growth of the team including hiring and onboarding new team members.· Execute and lead projects and large change initiatives to improve operational efficiency, quality, and consistency in line with the wider business strategy.· Drive Customer Engagement, providing data-driven analysis of KPIs, trends, and associated improvement plans.· Proactive issue and risk management to mitigate customer escalations, including management of critical escalations and related go-to-green action plans for accounts at risk of attrition.· Provide guidance on renewals.· Proactively manage the success of a portfolio of customers to ensure that they are realizing consistent value from their Sage partnership, and owning revenue and customer retention.· Collaborate with partner, support, product, and engineering teams to address customer concerns and manage expectations.QUALIFICATIONS· 5+ years of experience in a Customer Success role.· 2+ years of experience in a management role leading others.· Demonstrated ability to manage a large portfolio of customers across various points of their customer journey.· Excellent written and verbal communication, including internal and external stakeholder management skills.· Organized with a high degree of attention to detail and follow-through.· Self-motivated and able to be proactive in solving problems.· 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· 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, Totango, ChurnZero, etc.· Accounting background, Accounts Receivable, and collection experience highly preferred.· Experience working with ERP systems. Function:Customer Operations Country:United States Office Location:Austin;Atlanta;Beaverton;Lawrenceville Work Place type:Hybrid AdvertWorking 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. 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.Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpncWe celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out atcareers@sage.com.Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/
