Customer Account Manager

As a Customer Account Manager, you'll act as a trusted commercial advisor to your customers, owning the commercial relationship end to end. Your focus will be on maximising adoption of Sage solutions, identifying and closing upsell, cross sell, and add on opportunities, and ensuring customers achieve measurable business outcomes and return on investment. Working cross functionally with Sales, Marketing, Product, Customer Success, and Support teams, you'll drive predictable revenue performance while fostering long term customer partnerships built on value, trust, and insight. What you'll be responsible for

• Driving incremental revenue growth through proactive identification and closure of upsell, cross sell, and add on opportunities
• Owning commercial relationships across assigned Sage Intacct accounts, building strong partnerships with senior stakeholders, including CFOs
• Developing and executing strategic account success plans aligned to customer goals, value realisation, and time to value
• Leading customer renewal cycles, negotiating contracts within policy, and protecting and growing annual recurring revenue (ARR)
• Proactively identifying and mitigating churn and contraction risks
• Maintaining accurate CRM data, deal progression, and high quality revenue forecasts (monthly, quarterly, and annual)
• Analysing pipeline health and performance trends across KPIs such as conversion, bookings, retention, expansion ARR, churn, and sales velocity
• Championing customer success and adoption throughout the customer lifecycle, from implementation to maturity
• Acting as the voice of the customer, feeding insights into Product, Commercial, Risk, and other internal teams
• Collaborating cross functionally with Sales, Marketing, Product, RTR, Support, and Commercial teams to deliver outstanding customer outcomes
• Promoting customer engagement, advocacy, and participation in Sage programmes and communities
  
  Commercial & sales capability
• Proven experience in account management, customer success, or commercial ownership roles
• Strong ability to identify, qualify, and progress upsell and cross sell opportunities
• Demonstrated success managing renewals, including commercial negotiation and contract execution
• Confidence building and managing accurate revenue forecasts
Customer & stakeholder management
• Ability to build trusted, long term relationships with senior stakeholders, including CFOs and finance leaders
• Experience acting as a trusted advisor, helping customers realise measurable product and business value
• Confidence navigating complex customer environments with multiple stakeholders
Data, pipeline & performance management
• Strong CRM experience (e.g. Salesforce or equivalent)
• Ability to maintain accurate pipeline data and analyse performance trends
• Comfort interpreting SaaS metrics such as retention, expansion ARR, churn risk, and sales cycle performance
Customer success & value realisation
• Experience developing and executing customer success or account plans aligned to business and financial objectives
• Understanding of SaaS customer lifecycles - onboarding, adoption, value realisation, and retention
• Ability to proactively identify and mitigate customer risk drivers such as low adoption or stakeholder change
  
  At Sage, our customers are at the centre of everything we do. We're looking for a Customer Account Manager to drive revenue growth, retention, and long-term value across our Sage Intacct customer base, while building trusted, strategic relationships with mid-market and strategic customers.
This is a hybrid role, with three days per week based in our Newcastle office, offering the opportunity to collaborate closely with colleagues while maintaining flexibility., Advert Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions. Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential. Learn more about working at Sage: Watch a video about our culture: We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at . Learn more about DEI at Sage