Customer Success Manager

Job Description

We are looking for a Customer Success Manager (CSM) to join the Customer Success team of our Sage Accounts Receivable Automation product. 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.

*Ability to work EST hours is required*

*This is a hybrid role: 2 days/week in office*

Key Responsibilities 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 experience in a Customer Success role
• Demonstrated ability to manage a large portfolio of SMB and mid-market 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
  
  
  
  
  
  

BONUS POINTS

• 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 desirable
• Experience working with ERP systems
  
  
  
  
  
  

Plenty of perks:

• 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
  
  
  
  
  
  

What it’s like to work at Sage:

Careers homepage - https://www.sage.com/en-us/company/careers/

Glassdoor reviews - https://www.glassdoor.com/Reviews/Sage-Reviews-E1150.htm

LinkedIn page - https://www.linkedin.com/company/sage-software