Customer Success Manager

Sage; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Sage is seeking a customer success professional to drive retention, renewal success and growth across our Sage solutions including Sage 300, Sage X3, Sage People and Sage Intacct. You will manage a portfolio of customers, develop tailored success plans, and partner with sales to expand usage while guiding customers through subscription transformations.

You will build trusted relationships with key stakeholders, monitor health metrics, and ensure customers realise measurable value.

Qualifications

• Experience in Customer Success, Account Management, or a similar customer-facing role.
• Proven ability to build strong customer relationships and manage multiple stakeholders.
• Commercial mindset with experience identifying upsell and growth opportunities.
• Strong communication, influencing, and presentation skills.
• Ability to understand customer business challenges and align technology solutions accordingly.
• Experience working with CRM systems and customer success metrics.
• Strong organisational skills with the ability to manage multiple priorities effectively.

Responsibilities

• Proactively manage a portfolio of customers to maximise retention and minimise churn.
• Develop tailored success plans that align Sage solutions to customer objectives.
• Identify and mitigate risks early through regular customer engagement and health monitoring.
• Lead renewal conversations and demonstrate ongoing value to secure customer loyalty.
• Uncover opportunities to expand customer value through additional Sage solutions, modules, licences, and ISV offerings.
• Partner with internal sales and partner teams to develop and execute strategic account growth plans.
• Position cross-product solutions that help customers solve evolving business challenges.
• Contribute directly to revenue growth through upsell and expansion activities.
• Support customers in transitioning from perpetual licensing models to modern subscription-based solutions.
• Clearly communicate the commercial and operational benefits of subscription services.
• Guide customers through change management and adoption journeys.
• Promote broader platform adoption through cross-product migration opportunities.
• Develop strong relationships with key stakeholders and decision-makers.
• Understand customer business priorities, challenges, and future growth plans.
• Act as the voice of the customer internally, sharing insights and feedback with Product, Sales, and Support teams.
• Create positive customer experiences that drive advocacy and long-term partnerships.
• Ensure customers are fully utilising their Sage solutions through best practices, enablement, and success planning.
• Monitor usage trends and engagement metrics to identify risks and opportunities.
• Deliver guidance that helps customers achieve measurable business outcomes.
• Support customers in maximising return on investment from their Sage technology.
• Maintain accurate customer records and activity within CRM systems.
• Track and report on customer success metrics and portfolio performance.
• Use data-driven insights to inform customer strategies and improve outcomes.
• Contribute to continuous improvement initiatives across the Customer Success function.

Skills

Customer Success

Account Management

Relationship Management

Commercial mindset

Communication skills

Stakeholder management

CRM systems

Organisational skills

Tools

CRM software

Job description

Job Description

Help Our Customers Thrive

At Sage, we believe successful customers are at the heart of our success. We're looking for a passionate, commercially minded Customer Success Manager to help our customers unlock maximum value from their Sage solutions, including Sage 300, Sage X3, Sage People, and Sage Intacct.

This is a highly visible role where you'll act as a trusted advisor, helping customers achieve their business goals while driving retention, adoption, subscription migration, and growth opportunities. You'll build long-term relationships with customers, ensure they realise measurable value from their investment, and identify opportunities to expand their use of Sage products and services.

If you enjoy building relationships, solving business challenges, and combining customer advocacy with commercial success, we'd love to hear from you.

This is a Hybrid role with 3 days per week in our Sydney office

Key Responsibilities

What You’ll Be Doing

Drive Customer Retention & Renewal Success

• Proactively manage a portfolio of customers to maximise retention and minimise churn.
• Develop tailored success plans that align Sage solutions to customer objectives.
• Identify and mitigate risks early through regular customer engagement and health monitoring.
• Lead renewal conversations and demonstrate ongoing value to secure customer loyalty.

Identify Growth & Expansion Opportunities

• Uncover opportunities to expand customer value through additional Sage solutions, modules, licences, and ISV offerings.
• Partner with internal sales and partner teams to develop and execute strategic account growth plans.
• Position cross-product solutions that help customers solve evolving business challenges.
• Contribute directly to revenue growth through upsell and expansion activities.

Lead Subscription & Transformation Initiatives

• Support customers in transitioning from perpetual licensing models to modern subscription-based solutions.
• Clearly communicate the commercial and operational benefits of subscription services.
• Guide customers through change management and adoption journeys.
• Promote broader platform adoption through cross-product migration opportunities.

Build Trusted Customer Relationships

• Develop strong relationships with key stakeholders and decision-makers.
• Understand customer business priorities, challenges, and future growth plans.
• Act as the voice of the customer internally, sharing insights and feedback with Product, Sales, and Support teams.
• Create positive customer experiences that drive advocacy and long-term partnerships.

Drive Product Adoption & Customer Value

• Ensure customers are fully utilising their Sage solutions through best practices, enablement, and success planning.
• Monitor usage trends and engagement metrics to identify risks and opportunities.
• Deliver guidance that helps customers achieve measurable business outcomes.
• Support customers in maximising return on investment from their Sage technology.

Manage Performance & Insights

• Maintain accurate customer records and activity within CRM systems.
• Track and report on customer success metrics and portfolio performance.
• Use data-driven insights to inform customer strategies and improve outcomes.
• Contribute to continuous improvement initiatives across the Customer Success function.

What We’re Looking For

Essential Skills & Experience

• Experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role.
• Proven ability to build strong customer relationships and manage multiple stakeholders.
• Commercial mindset with experience identifying upsell and growth opportunities.
• Strong communication, influencing, and presentation skills.
• Ability to understand customer business challenges and align technology solutions accordingly.
• Experience working with CRM systems and customer success metrics.
• Strong organisational skills with the ability to manage multiple priorities effectively.

Desirable

• Experience in SaaS, ERP, HCM, Payroll, or Finance software environments.
• Experience supporting subscription-based business models.
• Knowledge of Sage products, including Sage Intacct, Sage X3, Sage 300, or Sage People.
• Experience working with partners and indirect sales channels.

What Success Looks Like

You’ll be measured against key business outcomes, including:

• Customer Retention Rates
• Customer Satisfaction (CSAT)
• Upsell & Expansion Revenue
• Subscription Conversion Rates
• Cross-Product Adoption Rates
• Customer Engagement & Adoption Metrics

Why Join Sage?

At Sage, you'll join a customer-centric team that is passionate about helping businesses succeed. You'll have the opportunity to make a real impact on customer outcomes, shape long-term relationships, and directly contribute to business growth while working in a collaborative, innovative environment that supports your development and career progression.

Join us and help customers realise the full potential of their Sage solutions.