Job roles

Client Success Manager (CSM) – Sage Intacct & Acumatica

job description

Salary:
Competitive, based on experience

Location:
Remote (United States)

Position Summary:
As a Client Success Manager, you will act as a strategic partner to a dedicated portfolio of Sage Intacct and Acumatica clients, ensuring their long-term success, satisfaction, and system optimisation. You’ll guide clients through best practices, offer product insight, identify opportunities for improvement, and help them maximise the value of their ERP investment. This role blends functional expertise, light technical advisory, and strong relationship management, working cross-functionally with consulting, support, product, and leadership teams.

Essential Duties & Responsibilities:

Build trusted, long-term relationships with finance, operations, and executive stakeholders, serving as the main point of contact for active clients
Provide guidance on Sage Intacct and Acumatica configuration, workflows, integrations, reporting, and best practices
Conduct discovery sessions to understand client goals and develop strategic success plans
Identify process improvements, optimisation opportunities, add-on modules, and integrations that align with client needs
Partner with internal consulting teams to scope enhancements, expansions, and continuous improvement initiatives
Troubleshoot functional or light technical issues and coordinate deeper technical support when necessary
Represent client needs and recurring themes in discussions with Product and Support teams
Contribute insights during business reviews and other high-value client touchpoints
Develop documentation, training support, and enablement materials to drive client self-sufficiency
Monitor system adoption, risks, and satisfaction to ensure retention and successful outcomes
Help refine internal best practices for client success workflows, communication, and technical enablement

Required Skills & Abilities:

2+ years of hands-on consulting or system support experience with Sage Intacct or Acumatica
1+ years in a client-facing, advisory, account management, or customer success role
Experience conducting product demos or functional walkthroughs
Working knowledge of accounting, ERP workflows, or financial operations
Strong analytical, troubleshooting, and problem-solving skills
Excellent communication skills, with the ability to explain technical concepts to non-technical users
Familiarity with client lifecycle management and both strategic and tactical support

Education & Experience:

Bachelor’s degree in Business, Accounting, Information Systems, or related field preferred
Experience supporting clients in construction, professional services, or nonprofit industries is an advantage
Experience using Salesforce or similar CRM/case management systems is a plus
Exposure to continuous improvement methodologies (LEAN, Six Sigma, etc.) is valued
Ability to lead client workshops, webinars, or training sessions

What’s On Offer:

Flexible remote work
Opportunities for ongoing professional development
Collaborative team culture
The chance to make a real impact on client success and satisfaction