Client Success Manager

About the role

Sage is hiring a Client Success Manager to own relationships with regional and community leaders across strategic operators. You will guide customers through the full post sales lifecycle, drive strong adoption of our nurse call, fall detection and analytics products, and lead pilots that demonstrate measurable impact that results in Net Operating Income (NOI).

Responsibilities

• Own strategic relationships with regional operators and community leadership teams, understand their operational goals, and ensure Sage is positioned as a trusted partner in improving resident safety, caregiver workflow, and NOI outcomes
• Define success plans for each community and client enterprise, set measurable quarterly targets, and guide partners toward goals related to adoption, response time improvement, clinical workflow efficiency, and expansion readiness
• Lead QBRs with regional and C-suite stakeholders that showcase the value of Sage
• Surface and qualify expansion opportunities (CSQLs) across communities, partner with the Growth team to shape clear “why expand” business cases
• Analyze resident care, clinical, and staffing data to identify trends and insights at both the community and portfolio levels, translating findings into clear value and actionable recommendations.
• Observe and understand how users are using Sage, identify areas of improvement and communicate feedback to teams internally
• Serve as the voice of the customer by capturing on the ground insight and translating it into clear, actionable needs for Product, Engineering, and Support
• Travel expected 25%

Qualifications

• At least five (5) years of experience working in a client success or account management role at high growth SaaS companies
• Experience in managing enterprise level accounts with senior stakeholders
• Proven track record of driving high NRR and renewal rates
• Self-starter with desire to take ownership of key company initiatives and drive success; thriving in ambiguity and not scared of a challenge
• Passion for Sage's mission to improve care for older adults and their caregivers