Retention Specialist

Newcastle Upon Tyne, England, United Kingdom

6/26/2025

Job Description

Join Our Team as an AD Sales & Retention specialist

Are you passionate about building strong relationships and delivering exceptional customer experiences? As a Retention Specialist at Sage, you’ll play a key role in supporting our accountant partners, helping them get the most value from our products and services.

In this role, you’ll work closely with accountants to ensure they feel supported, understood, and satisfied. You’ll use a consultative, customer-centric approach to guide them through their journey with Sage—understanding their needs, addressing challenges, and helping them unlock the full potential of our solutions.

You’ll also collaborate with Partner Success Managers and other internal teams to handle orders, renewals, invoice queries, and general product support. Your ultimate goal? To strengthen relationships, promote long-term loyalty, and ensure every accountant you work with feels truly valued.

If you're someone who thrives on helping others succeed and enjoys solving problems with empathy and care, we’d love to hear from you.







This is a hybrid role - 3 days in office 2 days

We're looking for a customer-focused, results-driven professional to help retain and grow our Accountant customer base. If you love building relationships, solving problems, and making a real impact, this role is for you!

What You'll Be Doing:

Key Responsibilities

•  Drive high usage of Sage products and services by executing tailored adoption plans and using customer data to proactively reduce churn risk.
•  Collaborate with Partner Success Managers (PSMs) to ensure timely order processing and resolution of queries within agreed SLAs.
•  Increase renewal rates and retention by delivering measurable value that supports accountants in growing their practices.
•  Understand accountant and client pain points, providing responsive, solution-oriented support.
•  Maintain strong product knowledge to confidently demonstrate features and recommend suitable solutions from Sage’s portfolio.
•  Coordinate the resolution of critical issues, working with internal teams to ensure positive, long-term outcomes.
•  Act as the voice of the customer, sharing actionable feedback with internal teams to improve products, services, and overall experience.
•  Collaborate effectively with key teams, including Customer Service, Product Marketing, Product, Marketing, Sales, Loyalty, and Sales Operations.
•  Stay informed on industry trends and changes that impact accountants and the Sage product portfolio.
•  Support Sales by leveraging product knowledge to highlight the value of Sage’s solutions and services in customer conversations.
  
  
  
  
  
  

Skills & Experience

•  Strong customer service mindset with a passion for enhancing the accountant experience.
•  Excellent communication, influencing, and relationship-building skills, with the ability to engage key stakeholders.
•  Proactive and action-oriented, with a talent for identifying and seizing opportunities.
•  Results-driven, with a focus on achieving KPIs, meeting deadlines, and maintaining high standards.
•  Reliable and consistent—follows through on commitments and aligns actions with words.
•  Adaptable, with the ability to adjust approach based on context and individual needs.
•  Skilled in mapping business processes to product capabilities to deliver tailored solutions.
•  Resilient and positive under pressure, able to navigate challenges effectively.
  
  
  
  
  
  

This role is all about building strong relationships, driving customer success, and making an impact. If this sounds like you, we’d love to hear from you!







Your Benefits

• Competitive base salary and commission structure
• Comprehensive health, dental and vision coverage
• Work away scheme for up to 10 weeks a year
• On-going training and professional development
• Paid 5 days yearly to volunteer through our Sage Foundation
• Flexible work patterns and hybrid working