Client Success Manager; Sage Intacct

Client Success Manager

The Client Success Manager (CSM) serves as the primary post-implementation relationship owner for a portfolio of clients using Sage Intacct and related Sage construction and financial management solutions. The CSM is accountable for driving client satisfaction, software adoption, subscription renewals, and revenue expansion through a deep understanding of each client's business goals and the value our solutions deliver against them.

This is not a support role — it is a strategic, P&L - contributing position. The ideal candidate combines a consultative mindset with a working knowledge of Sage Intacct (including the Construction module) and third-party add-ons, strong relationship management skills, and a genuine drive to help clients realize the full return on their technology investment.

• Own the full renewal cycle for an assigned book of business — forecast accurately, initiate conversations 90+ days in advance, and execute renewals on time with high retention rates.
• Identify and pursue upsell and cross-sell opportunities, including additional modules, user licenses, integrations, managed services, professional services engagements and upsell/cross sell opportunities across the firm's service offerings.
• Conduct regular Business Reviews (QBRs/EBRs) with client stakeholders to demonstrate ROI, align on goals, and surface expansion opportunities organically.
• Serve as the internal advocate for client needs — coordinate with sales, implementation, and support teams to ensure client commitments are met and revenue risk is mitigated.
• Maintain accurate opportunity and renewal data in CRM; provide regular pipeline reporting to leadership.

• Proactively educate clients on new Sage Intacct features, quarterly product releases, and underutilized capabilities relevant to their industry and workflow.
• Develop and deliver tailored adoption plans for clients with static system use — identifying gaps between current usage and available functionality and building a roadmap to address them.
• Lead or coordinate training sessions (live, virtual, and recorded) for client end-users, power users, and finance/accounting staff.
• Monitor client product utilization data to identify disengagement early and intervene with targeted enablement before churn risk escalates.
• Translate Sage product updates — particularly Sage Intacct enhancements around AP automation, WIP reporting, compliance, billing, and AI tools — into clear, tangible value for each client.

• Maintain a regular cadence of meaningful client touchpoints — not just check-ins, but structured conversations tied to business outcomes and product value.
• Build multi-threaded relationships across client organizations (CFO, Controller, IT, Operations) to reduce single-point-of-contact risk.
• Serve as an escalation partner for complex or sensitive client issues, coordinating resolution across internal teams while preserving the client relationship.
• Capture client feedback and advocate for product enhancements or process improvements through appropriate internal channels.

• Net Revenue Retention (NRR) across assigned portfolio
• Expansion Revenue — upsell/cross-sell ARR closed per quarter
• Client Health Scores — tracked and improved over time
• Feature Adoption Rate — measured increase in module/feature utilization
• Q /P  completion rate and client satisfaction scores

Required

• 3+ years of experience in Client Success, Account Management, or similar client-facing role within a B2B software or professional services environment.
• Demonstrated track record of owning renewals and hitting retention/expansion targets.
• Working knowledge of Sage Intacct or comparable ERP/accounting software (Quick Books, Net Suite, Acumatica, etc.).
• Strong understanding of accounting concepts — AP/AR, general ledger, project costing, WIP, and financial reporting.
• Excellent communication and presentation skills; comfortable presenting to C-suite stakeholders.
• Highly organized with the ability to manage a portfolio of accounts simultaneously.
• Proficiency with CRM platforms (Salesforce, Hub Spot, or similar) for pipeline and activity tracking.

Preferred

• Hands-on…