Customer Success Manager at Sage

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

Job summary

Sage is seeking a Customer Success Manager for Sydney, NSW, Australia. This on-site, full-time role focuses on driving value for customers using Sage solutions, including renewals, upsell opportunities, and migration to subscription models.

The role emphasizes customer advocacy and cross-product adoption to maximize retention and growth. Primary responsibilities include managing renewals, identifying upsell opportunities, guiding license migrations to subscription-based models, and collaborating

Responsibilities

• Customer Retention & Renewals: Proactively manage renewals by addressing customer needs, delivering value, and mitigating churn risks.
• Upsell & Expansion Opportunities: Identify opportunities to upsell Sage and ISV modules, licences, and cross-product solutions.
• License Migration: Lead efforts to transition customers from perpetual licenses to subscription-based models.
• Customer Engagement & Advocacy: Build and maintain strong relationships with key customer stakeholders, understanding their business objectives and challenges.
• Customer Enablement & Adoption: Ensure customers fully adopt and utilize their Sage solutions by providing training, best practices, and success plans.
• Metrics & Reporting: Track key customer success metrics, including renewal rates, upsell revenue, and license migration progress

Job description

Apply for Customer Success Manager at Sage in Sydney, NSW, AU. This Full time on site position offers great opportunities for career growth.

Job Description Job purpose: The Customer Success Manager is dedicated to driving value for customers using Sage 300, Sage X3, Sage People and Sage Intacct. The primary focus for Customer Success is to ensure customer retention, identifying and closing upsell opportunities, and leading efforts to migrate customers from perpetual licences to subscription models or cross- product solutions.

Key Responsibilities

• Customer Retention & Renewals: Proactively manage renewals by addressing customer needs, delivering value, and mitigating churn risks. Develop and execute tailored strategies to ensure customer satisfaction and loyalty.
• Upsell & Expansion Opportunities: Identify opportunities to upsell Sage and ISV modules, licences, and cross-product solutions. Collaborate with partner teams to develop and execute upsell strategies aligned with customer business goals.
• License Migration: Lead efforts to transition customers from perpetual licenses to subscription-based models. Articulate the value and ROI of subscription models or cross-product adoption.
• Customer Engagement & Advocacy: Build and maintain strong relationships with key customer stakeholders, understanding their business objectives and challenges. Serve as the customer’s advocate internally, providing actionable feedback to product, sales, and support teams.
• Customer Enablement & Adoption: Ensure customers fully adopt and utilize their Sage solutions by providing training, best practices, and success plans. Monitor customer usage trends to identify potential risks or areas for further engagement.
• Metrics & Reporting: Track key customer success metrics, including renewal rates, upsell revenue, and license migration progress. Maintain accurate and up-to-date customer records in the CRM system.

Key Performance Indicators

• Retention rates
• Upsell rates
• Conversion rates to subscription
• Conversion rates to cross products
• CSAT