Customer Success Manager

Here at Mysoft, we're on a mission to enable our customers to unlock their business potential via Sage X3, Sage Intacct, as well as our own complimentary propriety X3CloudDocs solution. We are 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 our customers grow and evolve their business, arming them with the tools and skills to perform at their best, is at the heart of what we do!

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

As a trusted advisor, you'll help customers maximise the value of their investment by understanding their business, providing expert guidance, solving challenges and supporting them to achieve their goals.

Through proactive relationship management, you'll drive customer satisfaction, retention and growth, while identifying opportunities to strengthen partnerships and deliver an exceptional customer experience.

If you enjoy building trusted relationships, solving business challenges and making a genuine difference to your customers' success, we'd love to hear from you.

What You'll be Doing

• Build trusted, long-term relationships with customers, becoming their primary point of contact and strategic advisor.
• Understand each customer's business, helping them maximise the value of Sage X3, Sage Intacct and X3CloudDocs through expert guidance and proactive account management.
• Lead regular customer reviews, identifying opportunities, managing risks, and developing action plans that drive customer satisfaction, retention and long-term success.
• Support new customer onboarding and the adoption of additional modules and third-party solutions, ensuring a smooth customer journey and strong user engagement.
• Identify opportunities to grow existing accounts through upselling, cross-selling and introducing new solutions that add genuine value to customers' businesses.
• Work collaboratively with colleagues across Sales, Consultancy, Support, Project Management, Development and Marketing to deliver an exceptional customer experience.
• Build relationships with multiple stakeholders within customer organisations and work with technology partners (ISVs) to identify opportunities and coordinate solution demonstrations.
• Champion the voice of the customer by gathering feedback, identifying trends, influencing service improvements, and contributing to customer success stories and case studies.
• Monitor customer health, satisfaction and retention using CRM and customer success metrics, providing regular insight and maintaining accurate customer records and documentation.

About You

We're looking for someone who enjoys building relationships, solving problems and helping customers succeed. You'll be commercially aware, organised and proactive, with the confidence to build trusted partnerships and influence positive outcomes.

You'll ideally have:

• Experience in Customer Success, Account Management or a similar customer-facing role within the software, ERP or technology sector.
• An understanding of business processes and ERP solutions, ideally Sage X3, Sage Intacct or similar business software.
• A genuine passion for delivering an outstanding customer experience and helping customers achieve their business goals.
• Excellent communication and relationship-building skills, with the ability to engage confidently with stakeholders at all levels.
• Strong problem-solving and analytical skills, able to understand customer challenges and identify practical solutions.
• A proactive, organised approach, with the ability to manage multiple customer relationships and priorities effectively.
• The ability to work independently while collaborating closely with colleagues across Sales, Consultancy, Support, Project Management, Development and Marketing.
• Commercial awareness, with the ability to recognise opportunities to grow customer relationships in a way that genuinely adds value.
• Experience using CRM systems such as Zoho CRM, Salesforce or HubSpot would be an advantage.
• Experience of project management, business development, the Sage partner channel or working with SME businesses would also be beneficial.
• A full UK driving licence and willingness to travel occasionally to customer sites and events.
• A degree in Business, IT or a related discipline is welcomed but not essential. We value relevant experience and a track record of building successful customer relationships just as highly. Professional certifications in Customer Success or ERP solutions would be an advantage.

Working for Mysoft

At Mysoft, you'll have the opportunity get your hands on cutting-edge technology and innovative products that make a real impact. On offer is a competitive salary, £40-50k base salary plus commission (OTE up to £8k), 25 days holiday, Healthcare Cash Plan, Employee Assistance Programme, Volunteering Leave, discretionary paid sick leave, and the flexibility to work on a hybrid basis. We're set in leafy Church Crookham (GU52 0RJ) with free car parking available.

Applicants must possess the required work permit, visa or immigration document to work in the UK on an unrestricted basis.

Important Note: We communicate with applicants via Breezy HR. If you apply for this role, please check your Junk/Spam folder regularly to ensure you don't miss updates or interview invitations.