Client Success Manager (Sage Intacct)

Client Success Manager (CSM) 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. Key Responsibilities 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, and professional services engagements. 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. 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. Maintain a regular cadence of meaningful client touchpoints 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 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 QBR/PBR completion rate and client satisfaction scores Required Qualifications 3+ years of experience in Client Success, Account Management, or a 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 (QuickBooks, NetSuite, 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, HubSpot, or similar) for pipeline and activity tracking. Preferred Qualifications Hands‑on experience with Sage Intacct Construction – familiarity with WIP schedules, AIA billing, lien waivers, subcontractor compliance, and project cost tracking. 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 the client’s long‑term success above short‑term convenience. Commercial Acumen – Understands revenue drivers and identifies growth opportunities naturally in client conversations. Proactive Communication – Anticipates client needs and communicates clearly without waiting to be asked. Product Expertise – Stays current on Sage Intacct releases and translates new features into client value. Organizational Skills – Manages a large portfolio with consistent follow‑through, documentation, and prioritization. Collaborative Drive – Works effectively across sales, implementation, support, and leadership to deliver results. What You Can Expect From Us A shared culture that fosters inclusion and belonging, built on uncompromising integrity, collaboration, trust, and mutual respect. The opportunity to innovate and do work that motivates and engages you. A collaborative environment focused on enabling you to further your career growth and continuous professional development. Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing. Flexibility to do impactful work and the time to enjoy your life outside of work. Opportunities to connect and learn from professionals from different backgrounds and cultures. Benefits Annual bonus Medical, dental, and vision care Disability and life insurance Generous Paid Time Off Retirement plans Paid Care Leave Other programs dedicated to enhancing your personal and work life and providing you and your family with financial protection. Pay Range Pay from: $115,000 to $130,000 Equal Employment Opportunity Statement Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, citizenship status, protected veteran status, disability status, or any other category protected by applicable federal, state, or local laws. #J-18808-Ljbffr