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Director, Customer Success

Job Description:

As a Customer Success Director, you will play a critical leadership role in driving adoption, retention, and growth across a portfolio of Sage’s most important products, including our core small business financial solution, Sage 50, serving over 70,000 customers, as well as Sage for Accountants solutions, our small business partner channel and mid-market offerings such as Sage AR Automation. You will lead a team of experienced managers, each responsible for the revenue, customer outcomes, and performance of their respective product line.

You will collaborate closely with Sales, Product, and Marketing leadership to define and execute customer success strategies that deliver measurable value, strengthen customer relationships, and unlock expansion opportunities. Success in this position will rely on your ability to build high-performing teams, create scalable processes, and ensure alignment of customer success initiatives with Sage’s overall growth objectives.

This is a high-visibility role that requires a proven track record in customer success leadership, financial acumen, and the ability to influence and execute across a complex, multi-product organization.

This is a hybrid role – 3 days per week in our Lawrenceville or Atlanta office.

Key Responsibilities:

Responsibilities:

• Lead and develop a team of managers responsible for Sage 50, Accountants, and mid-market product lines, ensuring revenue and retention targets are achieved.

• Define and implement customer success strategies that drive adoption, satisfaction, and expansion opportunities across a 70,000+ customer base.

• Partner with cross-functional leaders in Sales, Product, and Marketing to align customer success priorities with go-to-market and product strategies.

• Monitor and manage revenue performance, customer health, and renewal/expansion forecasts across the portfolio.

• Build a culture of accountability, performance, and continuous improvement within the Customer Success organization.

• Represent the customer voice internally, ensuring feedback drives improvements in product, process, and customer experience.

• Develop scalable frameworks, best practices, and reporting to measure and communicate business impact.

Qualifications

• 10+ years of experience in customer success, account management, or related leadership roles in software or SaaS, with a focus on revenue ownership.

• Proven success leading teams of managers and large, multi-product customer portfolios.

• Strong financial acumen with the ability to manage revenue performance and forecast with accuracy.

• Excellent communication and influencing skills, with proven ability to work effectively across executive stakeholders.

• Strategic thinker with a track record of driving operational efficiency and building scalable customer success models.

• Experience with small business financial software or ERP solutions preferred.

Perks? We have plenty.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)

• Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:

Who is Sage:https://www.sage.com/en-us/company/about-sage/

Life at Sage:https://www.sage.com/en-us/company/careers/

Our Values & Behaviors:https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be

How we make a difference:https://www.sage.com/en-us/company/sage-foundation/

Sage Business Cloud - SaaS for Every Business:https://www.sage.com/en-us/products/

Function:

Sales

Country:

United States

Office Location:

Atlanta;Lawrenceville

Work Place type:

Hybrid

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. 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:sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

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 [email protected].

Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.