Lead and inspire the Customer Success teams for both Direct and Partner channels, exceeding retention, go-live, and advocacy targets.

Define and evolve the strategy to support customers at scale, delivering value at every stage of their journey.

Drive lifetime value by reducing churn and contraction, and increasing in-life revenue.

Champion a data-led approach to performance, customer value, and continuous improvement.

Collaborate across Support, Operations, Product, Engineering, and Centres of Excellence to ensure seamless customer experiences.

Set clear standards for internal teams and partners, ensuring consistent delivery and enablement across the board.

Manage service delivery partners and ensure they're equipped to drive success and retention.

Work closely with Sales to support growth opportunities and act as a customer advocate.

Own accurate forecasting for Direct and Indirect in-life performance across the Medium product range.

Provide thought leadership on in-life strategy and represent the voice of the customer in business, product, and process decisions.

Define and track OKRs and KPIs to drive outcomes and foster a strong, inclusive team culture.

Use colleague feedback and Glint insights to build a high-performance, high-satisfaction environment.

Coach your team daily, stepping in to support customer conversations and escalations when needed.

Deliver regular updates and insights to the Leadership Team, showcasing progress and impact.

Requirements

• Proven experience leading large, complex Customer Success teams - including both Direct and Partner channels.
• A strategic mindset with a passion for customer experience, retention, and lifetime value.
• Strong leadership skills - you've led leaders and know how to build engaged, high-performing teams.
• Confidence in managing senior stakeholders across commercial and technical functions.
• A collaborative spirit and the ability to influence cross-functional teams.
• A data-driven approach to decision-making and performance improvement.
• Excellent communication skills and a reputation as a trusted advisor - both internally and externally.

What We Offer

• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Work away scheme for up to 10 weeks a year
• Ongoing training and professional development
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to creating an inclusive and diverse workplace and encourage applications from underrepresented groups.