Customer Success Manager

Key Responsibilities

• 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.
• Collaborate with partners to align growth activities, accelerating renewal, up-sell, and cross-sell motions.
• Track and manage partner pipeline to ensure resource alignment with demand and revenue targets.
• 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-functionally collaborate 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.

Qualifications & Experience

• 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 with accounting 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%.