Customer Success Manager - Hybrid

Our client is on a mission to enable their customers to unlock their business potential via Sage X3, Sage Intacct, as well as their propriety X3CloudDocs solution. This thriving company are looking to hire a Customer Success Manager in a hybrid role working 3 days a week in the office in the Fleet area.

The company is 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 their customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what they do!

To apply for the role of Sage X3 Support Consultant you must have:
1. Proven experience in Customer Success (Account Management) in SaaS
2. the ability to work on site and commute to GU52
3. The right to live and work in the UK on a permanent basis

About the role
They're growing - and looking for a Customer Success Manager to join their close-knit team, reporting to the Head of Sales & Marketing. This is a key role focused on building strong, lasting relationships with customers using Sage X3, Intacct, and their own proprietary solution, X3CloudDocs.

As Customer Success Manager, you'll act as a trusted advisor and advocate for their customers, helping them get maximum value from their solutions. You'll play a vital role in driving satisfaction, retention, and growth by understanding their needs, providing expert guidance, and partnering with them to achieve success. If you thrive on solving challenges, providing expert guidance, and making a real impact, we want to hear from you!

Key Areas of Activity
As a Customer Success Manager, you'll build strong client relationships, drive product adoption, and help customers get the most from their Sage X3 or Intacct solutions.

Customer Relationships

• Develop trusted relationships with key stakeholders
• Lead regular check-ins and manage customer queries
• Escalate and resolve issues as needed

Onboarding & Adoption

• Support smooth onboarding and product rollout
• Identify training needs and coordinate resources
• Monitor usage and recommend improvements

Value & Growth

• Help customers maximise solution value and achieve goals
• Identify upsell and cross-sell opportunities
• Build multi-level relationships and work with ISV partners
• Introduce complementary solutions like X3CloudDocs

Customer Advocacy

• Represent the customer voice internally
• Share feedback to improve products and services
• Support marketing with success stories and testimonials

Reporting

• Track key metrics: satisfaction, retention, and growth
• Report on customer health and progress
• Use CRM tools to manage engagement

About You

• Proven experience in Customer Success, Account Management, or a similar role within the software or tech industry
• Excellent communication skills - clear, professional, and confident across all channels
• Strong problem-solving ability with a detail-oriented and analytical mindset
• Organised, self-motivated, and able to manage tasks independently or as part of a team
• Customer-centric, proactive, and passionate about helping clients succeed
• Adaptable and resilient in a fast-paced, changing environment
• Naturally collaborative and skilled at building trusted relationships with customers and colleagues
• Experience with CRM systems (e.g. Zoho, Salesforce, HubSpot) and workflow management i.e. Asana
• Solid understanding of business processes and ERP systems, ideally Sage X3 or Intacct, highly advantageous.
• Degree in Business, IT, or related field preferred; full driving licence required

About the rewards

At this company you'll have the opportunity get your hands on cutting-edge technology and innovative products that make a real impact. On offer is:

• Competitive base salary
• Bonus scheme
• 25 days holiday plus Bank Holidays
• Healthcare Cash Plan
• Employee Assistance Programme
• Volunteering Leave
• Discretionary paid sick leave
• Flexibility to work on a hybrid basis
• Free car parking available

About the company
At this company you'll have the opportunity to work hands-on with cutting-edge technology and innovative products that make a real impact. They offer a competitive salary and the flexibility to work on a hybrid basis. Your wellbeing matters to them and they're committed to supporting your personal and professional growth every step of the way. They are based in leafy Church Crookham with free car parking available.

How to Apply
Please note that eRecruitSmart is advertising this role on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must reside in and have eligibility to work and reside in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!