Customer Success Manager – ERP / Sage

Chapman Tate Associates; England; On-site; GBP 65,000 - 80,000; Full time

Benefits offered by this job

OTE up to £80,000

Commission structure

25 days' annual leave

Employee Assistance Programme

Volunteering leave

Discretionary paid sick leave

Free onsite parking

Long-term career development

Job summary

Chapman Tate Associates is seeking a Customer Success Manager to strengthen client relationships and maximise ERP value for Sage X3 and Sage Intacct customers. You will act as a trusted advisor, understand client objectives, and collaborate across Sales, Consultancy, Support and PM teams to deliver a seamless customer experience.

The role focuses on onboarding, adoption of ERP modules, and identifying upsell/cross-sell opportunities while maintaining high customer satisfaction and account

Qualifications

• Experience in Customer Success or Account Management in a software/ERP context.
• Familiarity with Sage X3 or Sage Intacct is advantageous.
• Strong communication and relationship-building skills.
• Able to identify opportunities and drive value for customers.
• Willingness to travel to customer sites and events in the UK.

Responsibilities

• Build and maintain long-term customer relationships as a trusted adviser.
• Develop deep understanding of customers’ business objectives and challenges.
• Help customers maximise ERP value and drive adoption of modules.
• Lead regular reviews, identify risks and opportunities for improvement.
• Collaborate with Sales, Consultancy, Support, PM, Development and Marketing to ensure consistent experience.
• Feed back customer trends and requirements to internal teams.

Skills

Customer Success

Account Management

Relationship Building

ERP software

CRM experience

Education

Business/IT degree (desirable)

Tools

Zoho

Salesforce

HubSpot

Sage X3

Sage Intacct

Job description

Chapman Tate Associates are currently working with an established and growing ERP software and consultancy business that is looking to appoint a Customer Success Manager to join its close-knit team.

The organisation has a long-standing presence within the UK ERP market, supporting businesses across the implementation, development and ongoing support of leading ERP solutions, including Sage X3 and Sage Intacct, alongside complementary software and technology solutions.

This is a key customer-facing position focused on building long-term relationships, understanding customer requirements and helping organisations maximise the value they get from their ERP investment.

You will act as a trusted advisor to customers, working closely with stakeholders to understand their objectives, identify challenges and ensure they continue to receive value from the solutions and services available to them.

The role would suit someone who enjoys relationship management, problem solving and commercial account development, and who wants to build long-term partnerships within the ERP and technology space.

Key Responsibilities

• Build and maintain strong, long-term relationships with customers, acting as a trusted point of contact and advisor.
• Develop a strong understanding of customers' businesses, objectives and challenges.
• Help customers maximise the value of their ERP and associated technology solutions.
• Lead regular customer reviews, identifying opportunities, risks and areas for improvement.
• Support customer onboarding and encourage adoption of additional functionality, modules and complementary solutions.
• Identify opportunities for upselling and cross-selling, ensuring recommendations are genuinely aligned with customer requirements.
• Work closely with internal teams across Sales, Consultancy, Support, Project Management, Development and Marketing to deliver a consistent customer experience.
• Build relationships with multiple stakeholders across customer organisations.
• Work with technology partners and third-party solution providers where required to identify and demonstrate relevant solutions.
• Act as the voice of the customer internally, feeding back trends, requirements and areas for service improvement.
• Monitor customer satisfaction, retention and overall account health.
• Maintain accurate CRM records, customer information and account documentation.
• Contribute to customer success stories, case studies and wider customer engagement initiatives.

About You

We are looking for a commercially aware and proactive Customer Success / Account Management professional who enjoys developing relationships and helping customers achieve their objectives.

You should be confident engaging with stakeholders at different levels and comfortable having conversations around both business requirements and technology.

Ideally, you will have:

• Experience within Customer Success, Account Management, Client Management or a similar customer-facing position.
• Experience working within software, ERP, IT or technology.
• An understanding of ERP solutions and wider business processes.
• Experience with Sage X3, Sage Intacct or similar ERP platforms would be highly advantageous.
• Strong communication and relationship-building skills.
• Excellent problem-solving and analytical abilities.
• A proactive and organised approach, with the ability to manage multiple customer relationships.
• Commercial awareness and the ability to identify opportunities within existing accounts.
• The confidence to work independently while collaborating with wider internal teams.
• Experience using CRM platforms such as Zoho, Salesforce or HubSpot would be beneficial.
• Previous experience within the ERP partner channel, software industry or SME market would be advantageous.
• Experience across project management, business development or account growth would also be beneficial.
• A full UK driving licence and willingness to travel occasionally to customer sites and industry events.
• A degree in Business, IT or a related discipline is desirable but not essential.

What's On Offer?

• OTE up to £80,000
• Commission structure
• 25 days' annual leave
• Employee Assistance Programme
• Volunteering leave
• Discretionary paid sick leave
• Free onsite parking
• Opportunity to work with established ERP technologies and a growing customer base
• Long-term career development within the ERP and technology sector

Right to Work

Applicants must have the existing and unrestricted right to work in the UK. Sponsorship is not available for this position.