What are the responsibilities and job description for the Customer Success Manager position at Sage?
Job Description
The Sage Intacct Accountants Program (SIAP) is a strategic partnership between Sage Intacct and CPA.com (an AICPA company) that enables accounting and advisory firms to build scalable, technology-enabled outsourced accounting and advisory practices.
The Customer Success Manager (CSM) for the Sage Intacct Accountants Program (SIAP) is a strategic, partner-facing role responsible for driving partner adoption, satisfaction, service excellence, and long-term value realization through revenue growth. The CSM ensures partners achieve their desired business outcomes through proactive engagement, strategic guidance and partnership across the partner lifecycle. The role focuses on enabling accounting and advisory firms to deliver greater client value through adoption of Sage Intacct and maximizing renewals, up-sell, and cross-sell opportunities.
The CSM will be key contributors to the development and execution of a scalable partner engagement framework that ensures partners are enabled, certified, and deliver high-quality services. In parallel, the CSM will collaborate with peers, Channel Executives and cross-functional teams to drive partner growth, optimize client outcomes.
This is a Hybrid role based in our Atlanta office 3 days per week.
The Sage Intacct Accountants Program (SIAP) is a strategic partnership between Sage Intacct and CPA.com (an AICPA company) that enables accounting and advisory firms to build scalable, technology-enabled outsourced accounting and advisory practices.
The Customer Success Manager (CSM) for the Sage Intacct Accountants Program (SIAP) is a strategic, partner-facing role responsible for driving partner adoption, satisfaction, service excellence, and long-term value realization through revenue growth. The CSM ensures partners achieve their desired business outcomes through proactive engagement, strategic guidance and partnership across the partner lifecycle. The role focuses on enabling accounting and advisory firms to deliver greater client value through adoption of Sage Intacct and maximizing renewals, up-sell, and cross-sell opportunities.
The CSM will be key contributors to the development and execution of a scalable partner engagement framework that ensures partners are enabled, certified, and deliver high-quality services. In parallel, the CSM will collaborate with peers, Channel Executives and cross-functional teams to drive partner growth, optimize client outcomes.
This is a Hybrid role based in our Atlanta office 3 days per week.
- Partner Enablement & Delivery Excellence
- Develop and manage a scalable framework to ensure SIAP partners are services-enabled and consistently deliver successful implementations.
- Ensure partners maintain certifications and adhere to Sage Intacct’s methodologies and service standards.
- Promote Sage Expert Services and Enablement Services to support complex implementations and increase project success rates.
- Revenue Alignment & Growth Enablement
- Collaborate with partners to align growth activities, accelerating renewal, up-sell, and cross-sell motions.
- Support partners in identifying and executing growth opportunities within their client base.
- Track and manage partner pipeline to ensure resource alignment with demand and revenue targets.
- Partner Satisfaction & Strategic Engagement
- Monitor partner performance and client satisfaction, resolving issues and managing escalations to ensure positive outcomes.
- Serve as a strategic advisor to partners, helping them grow their Sage Intacct practices and deliver measurable value to clients.
- Gather and share partner and client feedback with product and services teams to drive continuous improvement.
- Cross-Functional Collaboration
- Work closely with regional services, alliances, and product teams to align on partner strategy, enablement, and lifecycle engagement.
- Contribute to the development of joint business plans and strategic initiatives that accelerate Sage Intacct adoption.
- Represent Sage at key industry, partner, and client events to strengthen relationships and promote the SIAP program.
- 5 years of experience in partner management and SaaS sales, with a foundational understanding of accounting and advisory firm dynamics.
- Proven success in managing within a channel, preferably accountant and advisory firms and driving revenue growth through indirect channels.
- High accountability, time and project management skills.
- Experience in project management, service delivery, and implementation of cloud-based financial solutions.
- Strong business acumen with the ability to align partner expectations with commercial outcomes.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
- Willingness to travel up to 30%.
- 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
- Who is Sage: https://www.sage.com/en-us/company/about-sage/
- Life at Sage: https://www.sage.com/en-us/company/careers/
- Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
- How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
- Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/