Client Success Manager; Sage Intacct

Position: Client Success Manager (Sage Intacct)
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.

** KEY RESPONSIBILITIES*
* ** Renewals & Expansion Revenue*
* + 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.

** Ongoing Training & Feature Adoption*
* + 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.

** Client Relationship Management*
* + 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.

** PERFORMANCE METRICS*
* Success in this role will be measured by:

+ 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

** QUALIFICATIONS*
* ** 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 experience with Sage Intacct Construction - familiarity with WIP schedules, AIA billing, lien waivers, subcontractor compliance, and project cost tracking is a strong differentiator.

+ Prior experience at a Sage VAR, Intacct reseller, ISV or ERP consulting partner.

+ Experience delivering software training or enablement to finance/accounting teams.

+ Exposure to construction, real estate, healthcare, nonprofit, or professional services verticals.

+ Bachelor's degree in Business, Accounting, Finance, or a related field (or equivalent practical experience).

** CORE COMPETENCIES*
* ** Client Orientation*
* Consistently puts…