Customer Success Manager – ERP​/Sage

Chapman Tate Associates are currently working with an established and growing ERP software and consultancy business that is looking to appoint a Customer Success Manager to join its close-knit team.

The organisation has a long-standing presence within the UK ERP market, supporting businesses across the implementation, development and ongoing support of leading ERP solutions, including Sage X3 and Sage Intacct, alongside complementary software and technology solutions.

This is a key customer-facing position focused on building long-term relationships, understanding customer requirements and helping organisations maximise the value they get from their ERP investment.

You will act as a trusted advisor to customers, working closely with stakeholders to understand their objectives, identify challenges and ensure they continue to receive value from the solutions and services available to them.

The role would suit someone who enjoys relationship management, problem solving and commercial account development, and who wants to build long-term partnerships within the ERP and technology space.

• Build and maintain strong, long-term relationships with customers, acting as a trusted point of contact and advisor.
• Develop a strong understanding of customers' businesses, objectives and challenges.
• Help customers maximise the value of their ERP and associated technology solutions.
• Lead regular customer reviews, identifying opportunities, risks and areas for improvement.
• Support customer onboarding and encourage adoption of additional functionality, modules and complementary solutions.
• Identify opportunities for upselling and cross-selling, ensuring recommendations are genuinely aligned with customer requirements.
• Work closely with internal teams across Sales, Consultancy, Support, Project Management, Development and Marketing to deliver a consistent customer experience.
• Build relationships with multiple stakeholders across customer organisations.
• Work with technology partners and third-party solution providers where required to identify and demonstrate relevant solutions.
• Act as the voice of the customer internally, feeding back trends, requirements and areas for service improvement.
• Monitor customer satisfaction, retention and overall account health.
• Maintain accurate CRM records, customer information and account documentation.
• Contribute to customer success stories, case studies and wider customer engagement initiatives.

We are looking for a commercially aware and proactive Customer Success / Account Management professional who enjoys developing relationships and helping customers achieve their objectives.

You should be confident engaging with stakeholders at different levels and comfortable having conversations around both business requirements and technology.

• Experience with in Customer Success, Account Management, Client Management or a similar customer-facing position.
• Experience working within software, ERP, IT or technology.
• An understanding of ERP solutions and wider business processes.
• Experience with Sage X3, Sage Intacct or similar ERP platforms would be highly advantageous.
• Strong communication and relationship-building skills.
• Excellent problem-solving and analytical abilities.
• A proactive and organised approach, with the ability to manage multiple customer relationships.
• Commercial awareness and the ability to identify opportunities within existing accounts.
• The confidence to work independently while collaborating with wider internal teams.
• Experience using CRM platforms such as Zoho, Salesforce or Hub Spot would be beneficial.
• Previous experience within the ERP partner channel, software industry or SME market would be advantageous.
• Experience across project management, business development or account growth would also be beneficial.
• A full UK driving licence and willingness to travel occasionally to customer sites and industry events.
• A degree in Business, IT or a related discipline is desirable but not essential
  .

• OTE up to £80,000
• Commission structure
• 25 days' annual leave
• Employee Assistance Programme
• Volunteering leave
• Discretionary paid sick leave
• Free onsite parking
• Opportunity to work with established ERP technologies and a growing customer base
• Long-term career development within the ERP and technology sector

Applicants must have the existing and unrestricted right to work in the UK. Sponsorship is not available for this position.