Customer Success Manager

Here at Mysoft, we're on a mission to enable our customers to unlock their business potential via Sage X3, Sage Intacct, as well as our own complimentary propriety X3

Cloud Docs solution. We are the longest standing Sage X3 partner in the UK with over 450 years of combined expertise in the sale, implementation, development and support of Sage X3. Helping our customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what we do!

We're growing and looking for a Customer Success Manager to join our close-knit team, reporting to the Head of Sales & Marketing. This is a key role focused on building lasting relationships with customers using Sage X3, Sage Intacct and our proprietary solution, X3

Cloud Docs.

As a trusted advisor, you'll help customers maximise the value of their investment by understanding their business, providing expert guidance, solving challenges and supporting them to achieve their goals.

Through proactive relationship management, you'll drive customer satisfaction, retention and growth, while identifying opportunities to strengthen partnerships and deliver an exceptional customer experience.

If you enjoy building trusted relationships, solving business challenges and making a genuine difference to your customers' success, we'd love to hear from you.

• Build trusted, long-term relationships with customers, becoming their primary point of contact and strategic advisor.
• Understand each customer's business, helping them maximise the value of Sage X3, Sage Intacct and X3
  
  Cloud Docs through expert guidance and proactive account management.
• Lead regular customer reviews, identifying opportunities, managing risks, and developing action plans that drive customer satisfaction, retention and long-term success.
• Support new customer onboarding and the adoption of additional modules and third-party solutions, ensuring a smooth customer journey and strong user engagement.
• Identify opportunities to grow existing accounts through upselling, cross-selling and introducing new solutions that add genuine value to customers' businesses.
• Work collaboratively with colleagues across Sales, Consultancy, Support, Project Management, Development and Marketing to deliver an exceptional customer experience.
• Build relationships with multiple stakeholders within customer organisations and work with technology partners (ISVs) to identify opportunities and coordinate solution demonstrations.
• Champion the voice of the customer by gathering feedback, identifying trends, influencing service improvements and contributing to customer success stories and case studies.
• Monitor customer health, satisfaction and retention using CRM and customer success metrics, providing regular insight and maintaining accurate customer records and documentation.

We're looking for someone who enjoys building relationships, solving problems and helping customers succeed. You'll be commercially aware, organised and proactive, with the confidence to build trusted partnerships and influence positive outcomes.

You'll ideally have:

• Experience in Customer Success, Account Management or a similar customer-facing role within the software, ERP or technology sector.
• An understanding of business processes and ERP solutions, ideally Sage X3, Sage Intacct or similar business software.
• A genuine passion for delivering an outstanding customer experience and helping customers achieve their business goals.
• Excellent communication and relationship-building skills, with the ability to engage confidently with stakeholders at all levels.
• Strong problem-solving and analytical skills, able to understand customer challenges and identify practical solutions.
• A proactive, organised approach, with the ability to manage multiple customer relationships and priorities effectively.
• The ability to work independently while collaborating closely with colleagues across Sales, Consultancy, Support, Project Management, Development and Marketing.
• Commercial awareness, with the ability to recognise opportunities to grow customer relationships in a way that genuinely adds value.
• Experience using CRM systems…