Technical Customer Success Manager

Newcastle Upon Tyne, England, United Kingdom

3/18/2025

Job Description

Our team thrives on collaboration, innovation, and a shared commitment to driving customer success. We believe our customers achieve the best outcomes when we combine deep technical expertise with a profound understanding of their business challenges.

If you’re passionate about empowering customers through technical solutions, skilled in bridging the gap between technical and non-technical stakeholders, and excited about guiding businesses to achieve their goals with Sage Intacct, we’d love to hear from you!

The Role

We’re seeking a dynamic and knowledgeable Technical Customer Success Manager to join our forward-thinking team. In this role, you’ll provide expert technical guidance to customers, helping them maximize their investment in Sage Intacct. You’ll work closely with Customer Success Managers (CSMs), implementation partners, and other teams to ensure a seamless customer journey.

Your mission is to empower customers to navigate technical complexities, enabling them to achieve both immediate and long-term success with Sage Intacct, all while complementing the efforts of our trusted implementation partners.

What We’re Looking For

• Someone with a strong technical understanding of Sage Intacct and its ecosystem who can empathize with customer challenges.
• A problem solver who thrives on tackling complex workflows, configurations, and technical escalations.
• A strategic advisor who ensures customers derive maximum value from their Sage Intacct solutions.
• A collaborator who enjoys working across teams and with partners to support mutual success.
  
  
  
  
  
  

If you’re ready to join a team that combines technical expertise with customer-centric values and you’re passionate about driving real-world outcomes for businesses, we want to meet you!

Customer Success and Technical Expertise

• Provide expert guidance on Sage Intacct configurations, process workflows, and technical best practices to help customers achieve their goals.
• Act as the technical point of contact for CSMs and customers during escalations, ensuring timely and effective resolution of challenges.
• Support the design and validation of customer workflows before escalating to implementation partners for chargeable services.
• Develop and maintain a deep understanding of Sage Intacct’s modules.
  
  
  
  
  
  

Collaboration with Partners and Internal Teams

• Liaise with implementation partners to ensure seamless technical handovers and clear SORs.
• Work closely with CSMs to develop and execute customer success plans with a strong technical foundation.
• Provide technical enablement for CSM’s, ensuring alignment with Sage Intacct’s best practices.
• Represent customer needs to internal teams, influencing product enhancements and support strategies.
  
  
  
  
  
  

Proactive Customer Empowerment

• Deliver tailored technical workshops, webinars, and resources to enhance customer self-sufficiency and product adoption.
• Identify opportunities for customers to leverage additional Sage Intacct features or modules, driving upsell and cross-sell potential.
• Proactively identify technical risks and recommend mitigation strategies to ensure customer success and retention.
  
  
  
  
  
  

Continuous Improvement

• Collaborate with the team to standardise technical processes and best practices, creating reusable templates for common customer challenges.
• Stay current with emerging technologies and Sage Intacct updates to guide customers and CSMs effectively.
• Lead thought leadership initiatives, such as technical enablement drop-in sessions, content creation, and knowledge-sharing workshops.
  
  
  
  
  
  

________________________________________

Requirements

Must Have:

• Proven technical experience with Sage Intacct or similar ERP solutions, particularly in configuring, implementation, support, troubleshooting, or optimising workflows and integrations.
• Strong commitment to customer success and satisfaction.
• Proven track record in turning red accounts around through technical proficiency and partnership with customer stakeholders.
• Strong problem-solving skills, including identifying, driving, and actioning appropriate steps to solve problems. With the ability to analyse technical challenges and provide innovative solutions.
• The ability and desire to work autonomously in a challenging, high-energy environment, taking ownership and accountability.
• Advanced transferrable knowledge and understanding of functional Finance within complex or internationally distributed organisations, as well as the typical solutions being used.
• Familiarity with APIs, integrations, and advanced modules.
• Excellent customer-facing skills, including confidence in running executive system review meetings and engaging with C-level sponsors.
• Strong analytical and communication skills, with experience in leading meetings or hosting webinars. As well as the ability to translate complex technical concepts for non-technical stakeholders.
• Advanced use of Microsoft Office, including Word, Excel, and PowerPoint.
• Proven ability to influence across corporate functions (Sales, Marketing, Customer Support, Professional Services, and Product Management).
  
  
  
  
  
  

Preferred:

• Experience in Finance operations within industry and/or consultancy.
• Experience in customer success or account management.
  
  
  
  
  
  

". And Senior CSM ... "Key responsibilities

•   Seen as a trusted advisor with customer key stakeholders and executive sponsors
•   Develop and maintain customer success plans, charting a path to the customer’s desired outcome with
  
  
  
  
  
  

Sage

•   Manage complex renewal process and collaborate with senior colleagues of the business to build
  
  
  
  
  
  

commercially compelling offerings at renewal

•   Understand how our functional KPIs align to Sage’s corporate strategy
•   Coach colleagues on the success methodology, systems and associated processes
•   Work cross functionally on initiatives to increase customer advocacy based on feedback form CSAT and
  
  
  
  
  
  

NPS

•   Identify and lead large change initiatives to improve operational efficiency, quality and consistency
•   Initiate and drive internal and customer thought leadership, knowledge sharing and enablement sessions
  
  
  
  
  
  

and content

•   Communicate product roadmap to customers, aligning new capability to the additional value and ROI this
  
  
  
  
  
  

could drive within their business

•   Able to work with our customers to develop business cases with associated value to support addressing
  
  
  
  
  
  

their business challenges Handle overall responsibility for managing the customer relationship with

Sage’s mid-market and strategic Customers

•   Lead and coordinate members of the success team to assist with high severity requests or issue
  
  
  
  
  
  

escalations

•   Support Success Leaders to benchmark good practice across the function
•   Ensure customer engagement with newsletters, webinars, and events
•   Identify and assess trends around renewal risk for customers’ license subscriptions, collaborate with
  
  
  
  
  
  

internal teams to develop solutions to mitigate the risk across the install base.

•   Facilitate customer journey from Implementation to Success