Client Success Manager (Sage Intacct)

Client Success Manager

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. The ideal candidate combines a consultative mindset with a working knowledge of Sage Intacct (including the Construction module) and third-party add-ons, strong relationship management skills, and a genuine drive to help clients realize the full return on their technology investment.

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, professional services engagements and upsell/cross sell opportunities across the firm's service offerings.
• 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 not just check-ins, but structured conversations 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

Qualifications

Required

• 3+ years of experience in Client Success, Account Management, or 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

• Hands-on experience with Sage Intacct Construction familiarity with WIP schedules, AIA billing, lien waivers, subcontractor compliance, and project cost tracking is a strong differentiator.
• 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:

• Our shared values that foster inclusion and belonging including 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 with different cultures

Benefits Information:

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is included below. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate's work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Pay Range:

Pay from: $115k to $130k