Customer Success Program Manager

Job Title Customer Success Program Manager Job Description As the Customer Success Program Manager for the Global Centre of Excellence, you are pioneering a new way for our Customer Success teams around the world to interact with customers throughout their lifecycle.

You will analyze then build and own the creation of key programs that will drive customer value, retention, and growth. You have prior experience working with customers and care deeply about unlocking their potential through the combination of data and human-centered strategies. Key Responsibilities

• Serve as a Management Consultant across all global Customer Success teams to understand the steady-state, diagnose the gaps that need to be addressed, and propose effective solutions
• Transform retention programs globally to align with Global Blueprint for Customer Success
• Engage directly with account managers and customers to surface anecdotes, data, and trends to drive a clearer understanding of opportunities to improve the customer lifecycle
• Drive cross-functional collaboration with Commercial and Product teams, ensuring that product advocacy efforts are aligned with improved customer outcomes
• Partner with Marketing to develop and deploy digital CS motion where applicable
• Measure success and failure of each strategy deployed, frequently communicating outcomes to all key stakeholders
• Develop assets for CS training and education in partnership with CS Ops, including : playbooks, templates, and checklists
• Use data and building analytics to identify and interpret trends, suggesting solutions or recommendation.

Qualifications

• 5+ years experience in a Customer Success Program role
• Ability to approach a problem, break it down into logical components, and solve through quantitative and qualitative thinking
• Execution capabilities as it relates to managing time, multiple projects, and risk profiles effectively
• Process-oriented with comfort using systems to track and report on customer activities
• Establish trust-based relationships with Customer Success teams to encourage adoption of your programs
• Desire to improve the quality of a customer's experience

Plenty of perks :

• 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

What it's like to work at Sage :

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Li-SH1 Function Revenue Enablement & Success Country United States Office Location Atlanta 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.

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