What are the responsibilities and job description for the Manager, Customer Success – Sage Intacct Accountants Program (SIAP) 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 firms to build scalable, technology-enabled outsourced accounting and advisory practices.
The Manager, Customer Success is a strategic role responsible for driving the success of the Sage Intacct Accountants Program (SIAP) through the leadership and execution of the Customer Success Manager (CSM) team. In this role, you will architect and operationalize a customer success strategy that enables accounting and advisory firms to scale their practices, deliver exceptional client outcomes, and achieve sustained revenue growth.
You will translate Sage Intacct’s strategic goals into actionable partner engagement frameworks, ensuring consistent execution across the CSM team. They will serve as a cross-functional connector, aligning sales, services, enablement, and product teams to deliver a unified partner experience that drives adoption, satisfaction, and commercial impact.
Strategic Leadership & Execution
The Sage Intacct Accountants Program (SIAP) is a strategic partnership between Sage Intacct and CPA.com (an AICPA company) that enables accounting firms to build scalable, technology-enabled outsourced accounting and advisory practices.
The Manager, Customer Success is a strategic role responsible for driving the success of the Sage Intacct Accountants Program (SIAP) through the leadership and execution of the Customer Success Manager (CSM) team. In this role, you will architect and operationalize a customer success strategy that enables accounting and advisory firms to scale their practices, deliver exceptional client outcomes, and achieve sustained revenue growth.
You will translate Sage Intacct’s strategic goals into actionable partner engagement frameworks, ensuring consistent execution across the CSM team. They will serve as a cross-functional connector, aligning sales, services, enablement, and product teams to deliver a unified partner experience that drives adoption, satisfaction, and commercial impact.
Strategic Leadership & Execution
- Define and lead the SIAP Customer Success strategy, translating business objectives into scalable engagement models and measurable outcomes.
- Lead, coach, and develop the PSM team to ensure consistent execution, partner advocacy, and delivery excellence.
- Establish KPIs and performance metrics to monitor partner health, team effectiveness, and will impact partner adoption, satisfaction and renewal rates.
- Oversee the full partner lifecycle—from onboarding and enablement to growth and retention—ensuring partners are equipped to deliver high-value services.
- Drive continuous improvement in partner delivery standards, certification adherence, and client satisfaction.
- Champion strategic initiatives that enhance partner capabilities and accelerate Sage Intacct adoption.
- Collaborate with sales and channel leadership to align customer success efforts with revenue targets, renewal strategies, and expansion opportunities.
- Guide the PSM team in identifying and activating growth levers across the partner ecosystem.
- Monitor pipeline health and resource allocation to support scalable growth.
- Act as a strategic liaison between SIAP and internal teams (services, enablement, product, marketing) to ensure cohesive partner support.
- Influence product and service roadmaps through partner and client feedback.
- Represent SIAP at executive-level partner engagements, industry events, and strategic planning sessions.
- 8 years of experience in partner/channel leadership, customer success, or strategic program management in SaaS or professional services.
- Proven success in leading teams and driving outcomes through indirect channels.
- Deep understanding of accounting and advisory firm business models.
- Strong strategic thinking, operational execution, and stakeholder management skills.
- Experience building scalable frameworks and managing cross-functional initiatives.
- Excellent communication and executive presence.
- 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
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