Job Description
We are looking for a high energy, proactive Bilingual Customer Success Consultant to join our Customer Success Team. The Customer Success Consultant is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to support them to fully utilize their product. This will be achieved through a structured multi-channel contact strategy coupled with a Customer Success Program with the goal of maximizing the value of products and services selected. This will be driven by a consultative approach based on the customer needs and aspirations for their business.
This role is a critical hybrid function supporting both pre-sales and post-sales activities that directly contribute to revenue generation and customer success outcomes.
Pre-sales support: Actively supports sales cycles through customer engagement, including delivering live product demonstrations, responding to solution queries, and enabling the sales team to effectively position Sage solutions and accelerate deal closure.
Post-sales support: Drives customer onboarding, adoption, and long-term retention by delivering structured onboarding experiences that ensure customers are fully enabled and set up for long-term success. These activities play a key role in improving customer satisfaction and renewal outcomes.
*This role is hybrid - 3 days onsite*
Key Responsibilities
- Engage through Outbound calls to connect clients on our solutions to increase retention and adoption of their solutions.
- Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their solution to be realized.
- Maintain a high level of product knowledge and leverage it to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
- Work with customers to ensure that they gain the full value of their Sage solutions by defining the desired business outcomes and build a Customer Success Plan with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
- Be accountable for driving high usage of products and services through the execution of an Adoption Plan utilizing customer telemetry data to proactively intervene and manage churn risk.
- Serve as the customer advocate to ensure that actionable feedback is passed to the internal teams that need to be taken to help make our customers successful e.g. proposition, product, service, sales, etc.
- Support and enhance the interlock with relevant departments/colleagues e.g. Direct Sales, PMM, Product, Marketing, Customer Service, Sales Operations.
- Be proactive to generate ideas driving innovation that will ultimately increase customer engagement and revenue and improve customer satisfaction.
- Share product knowledge and best practices through peer mentoring/trainings, customer-facing webinars, etc.
Requirements:
- Minimum 2+ years of experience in customer success, pre/post sales and/or customer service in a fast paced environment
- Strong written and verbal communication skills. English/French bilingual is a strong plus
- Experience working with small or mid-market clients and/or accountants promoting value through customer experience while maintaining high standards of customer service and delivering on KPIs
Compensation offered will be determined by factors such as location, level, job-related knowledge, education, and experience. For this role, in those locations, the target base salary range for new hires is $64,302 to $73,000. In addition to base salary, employees will participate in a bonus plan (15%) based on company and individual performance. Our talent acquisition team will provide specific opportunities on our bonus or incentive programs. The range listed is just one component of the Sage total compensation package.
Benefits? We have plenty...
- 100% paid premiums for health, dental, and vision coverage
- RRSP contribution match (100% up to 4%)
- 35 days paid time off (11 holidays, 16 vacation days, 3 personal days, 5 sick days)
- Work Away, an opportunity to work & play for 10 weeks in a country of your choice (from a Sage-approved list)
- 18 weeks of paid parental leave for birth, adoption, or surrogacy offered 1 year after your start date
- 5 days paid yearly to volunteer (through Sage Foundation)
- $5,250 tuition reimbursement per calendar year starting 6 months after your hire date
- Sage Wellness Rewards Program (annual fitness reimbursement)
- Library of on-demand career development options and ongoing training offerings
