Job purpose: The Customer Success Manager is dedicated to driving value for customers using Sage 300, Sage X3, Sage People and Sage Intacct. The primary focus for Customer Success is to ensure customer retention, identifying and closing upsell opportunities, and leading efforts to migrate customers from perpetual licences to subscription models or cross- product solutions.

Key Responsibilities

KEY RESPONSIBILITIES

Customer Retention & Renewals:

Proactively manage renewals by addressing customer needs, delivering value, and mitigating churn risks.

Develop and execute tailored strategies to ensure customer satisfaction and loyalty.

Upsell & Expansion Opportunities:

Identify opportunities to upsell Sage and ISV modules, licences, and cross-product solutions.

Collaborate with partner teams to develop and execute upsell strategies aligned with customer business goals.

License Migration

Lead efforts to transition customers from perpetual licenses to subscription-based models.





Articulate the value and ROI of subscription models or cross-product adoption.

Customer Engagement & Advocacy:

Build and maintain solid relationships with key customer stakeholders, understanding their business objectives and challenges.

Serve as the customer’s advocate internally, providing actionable feedback to product, sales, and support teams.

Customer Enablement & Adoption:

Ensure customers fully adopt and utilize their Sage solutions by providing training, best practices, and success plans.

Monitor customer usage trends to identify potential risks or areas for further engagement.

Metrics & Reporting:

Track key customer success metrics, including renewal rates, upsell revenue, and license migration progress.

Maintain accurate and up-to-date customer records in the CRM system.

Key performance indicators

Retention rates

Upsell rates

Conversion rates to subscription

Conversion rates to cross products

CSAT

📌 Customer Success Manager (Sydney)
🏢 Sage
📍 Sydney