Job Description

Job Description n

Help Our Customers Thrive

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At Sage, we believe successful customers are at the heart of our success. We're looking for a passionate, commercially minded Customer Success Manager to help our customers unlock maximum value from their Sage solutions, including Sage 300, Sage X3, Sage People, and Sage Intacct.

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This is a highly visible role where you'll act as a trusted advisor, helping customers achieve their business goals while driving retention, adoption, subscription migration, and growth opportunities. You'll build long-term relationships with customers, ensure they realise measurable value from their investment, and identify opportunities to expand their use of Sage products and services.

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If you enjoy building relationships, solving business challenges, and combining customer advocacy with commercial success, we'd love to hear from you.

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This is a Hybrid role with 3 days per week in our Sydney office

Key Responsibilities What You’ll Be Doing Drive Customer Retention & Renewal Success n

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- Proactively manage a portfolio of customers to maximise retention and minimise churn.
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- Develop tailored success plans that align Sage solutions to customer objectives.
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- Identify and mitigate risks early through regular customer engagement and health monitoring.
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- Lead renewal conversations and demonstrate ongoing value to secure customer loyalty.
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Identify Growth & Expansion Opportunities nn
- Uncover opportunities to expand customer value through additional Sage solutions, modules, licences, and ISV offerings.
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- Partner with internal sales and partner teams to develop and execute strategic account growth plans.
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- Position cross-product solutions that help customers solve evolving business challenges.
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- Contribute directly to revenue growth through upsell and expansion activities.
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Lead Subscription & Transformation Initiatives nn




- Support customers in transitioning from perpetual licensing models to modern subscription-based solutions.
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- Clearly communicate the commercial and operational benefits of subscription services.
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- Guide customers through change management and adoption journeys.
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- Promote broader platform adoption through cross-product migration opportunities.
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Build Trusted Customer Relationships nn
- Develop solid relationships with key stakeholders and decision-makers.
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- Understand customer business priorities, challenges, and future growth plans.
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- Act as the voice of the customer internally, sharing insights and feedback with Product, Sales, and Support teams.
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- Create positive customer experiences that drive advocacy and long-term partnerships.
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Drive Product Adoption & Customer Value nn
- Ensure customers are fully utilising their Sage solutions through best practices, enablement, and success planning.
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- Monitor usage trends and engagement metrics to identify risks and opportunities.
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- Deliver guidance that helps customers achieve measurable business outcomes.
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- Support customers in maximising return on investment from their Sage technology.
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Manage Performance & Insights nn
- Maintain accurate customer records and activity within CRM systems.
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- Track and report on customer success metrics and portfolio performance.
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- Use data-driven insights to inform customer strategies and improve outcomes.
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- Contribute to continuous improvement initiatives across the Customer Success function.
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What We’re Looking For Essential Skills & Experience nn
- Experience in Customer Success, Account Management, Relationship Management, or a similar customer-facing role.
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- Proven ability to build strong customer relationships and manage multiple stakeholders.
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- Commercial mindset with experience identifying upsell and growth opportunities.
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- Strong communication, influencing, and presentation skills.
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- Ability to understand customer business challenges and align technology solutions accordingly.
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- Experience working with CRM systems and customer success metrics.
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- Strong organisational skills with the ability to manage multiple priorities effectively.
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Desirable nn
- Experience in SaaS, ERP, HCM, Payroll, or Finance software environments.
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- Experience supporting subscription-based business models.
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- Knowledge of Sage products, including Sage Intacct, Sage X3, Sage 300, or Sage People.
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- Experience working with partners and indirect sales channels.
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What Success Looks Like n

You’ll be measured against key business outcomes, including:

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- Customer Retention Rates
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- Customer Satisfaction (CSAT)
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- Upsell & Expansion Revenue
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- Subscription Conversion Rates
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- Cross-Product Adoption Rates
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- Customer Engagement & Adoption Metrics
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Why Join Sage? n

At Sage, you'll join a customer-centric team that is passionate about helping businesses succeed. You'll have the opportunity to make a real impact on customer outcomes, shape long-term relationships, and directly contribute to business growth while working in a collaborative, innovative environment that supports your development and career progression.

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Join us and help customers realise the full potential of their Sage solutions.

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📌 Customer Success Manager (Sydney)
🏢 Sage
📍 Sydney