Customer Success Advocate

Sage; Atlanta (GA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Health coverage

401(k) match

Paid time off

Parental leave

Volunteer days

Tuition reimbursement

Wellness program

Career development

Job summary

Sage is seeking a Customer Success Advocate to join our dynamic Customer Success team. You will act as a trusted product expert, assisting Account Managers with inquiries, resolving customer concerns, and driving engagement through milestones, references, and the Sage Community.

The role is 3 days per week onsite in Atlanta, focusing on Sage HCM product adoption, customer requirements, and collaboration across PS, Support, Product Management, Engineering, and Sales to deliver value.

Qualifications

• Bachelor’s Degree in Business, Accounting, or a related field required.
• Proficiency in HCM software and accounting software platforms.
• Strong knowledge of HR and Payroll software.
• Professional services, solution consulting, or consulting backgrounds desired.
• Ability to interact with customers, review complex requirements, and provide detailed solutions.
• Ability to work with other departments at Sage HCM and Intacct (PS, Support, Product, Engineering, Sales).
• Strong written and verbal communication skills required.

Responsibilities

• Be a leading product expert for Account Manager inquiries.
• Increase product adoption by addressing product questions.
• Serve as liaison between Customer and Internal Teams.
• Subject matter expert in Sage HCM solutions and add-ons.
• Help drive Product Management roadmap through customer insights.
• Work with Customer Strategy & Value Teams to drive adoption.
• Monitor product usage and patterns.
• Recommend training paths by customer role.
• Support escalation management.
• Customer Account Review participation for Value Assessments.
• Aid in onboarding deliverables.
• Participate in Community Q&A.

Skills

Customer communication

Cross-functional collab

HR software knowledge

Accounting software

Education

Bachelor's degree in Business/Accounting

Tools

HCM software

Accounting software

Job description

We are seeking a Customer Success Advocate (CSA) to join our dynamic Customer Success team. This role focuses on enhancing customer satisfaction, improving product adoption, and supporting Sage HCM’s Customer Journey. As a CSA, you will act as a trusted product expert, assisting Account Managers with inquiries, resolving customer concerns, and driving greater engagement through milestones, references, and Community involvement.

3 days per week onsite

Key Responsibilities:

• Be a leading product expert for Account Manager inquiries


• Increase product adoption based on interacting with Sage HCM customers as product-related questions arise


• Serve as a liaison between Customer and Internal Teams to provide detailed customer requirements for solutions


• Subject matter expert in Sage HCM solutions and module add-ons


• Help drive Product Management roadmap through the voice of the Customer


• Work alongside Customer Strategy & Value Teams to drive product adoption


• Monitor product usage and patterns


• Recommend training paths for success by customer role


• Support escalation management


• Customer Account Review participation leading Value Assessments


• Aid in the development and execution of customer onboarding deliverables


• Participate in Community Q&A

Requirements:

• Bachelor’s Degree in Business, Accounting, or a related field required


• Proficiency in HCM software and accounting software platforms


• Strong knowledge of HR and Payroll software


• Professional services, solution consulting, or consulting backgrounds desired


• Ability to interact with customers, review complex requirements, and provide detailed solutions


• Ability to work with other departments at Sage HCM and Intacct (Professional Services, Support, Product Management, Engineering, Sales, etc.)


• Strong written and verbal communication skills required

Plenty of perks:

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)


• 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

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Customer Success Advocate

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Equal Employment Opportunity (EEO)

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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

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