Customer Success Manager in Mold

Itas is on a mission to deliver the perfect solution for their customers to empower them and give them the freedom to do what they do best. Trusted by our customers for over 20 years, Itas has been built on referrals from customers and IT professionals that love the expert yet personal service we offer.

Our expert teams are handpicked for their knowledge, great sense of humour and the fact that they are passionate about what they do. We invest in our people, whether that be coaching and mentoring or support with gaining professional qualifications (such as AAT) or other job specific qualifications, such as Sage product accreditations and other vocational courses, like ‘Train the Trainer’. This has allowed us to promote from within on several occasions.

We’re looking for a passionate Customer Success Manager to champion our customers’ success with their products, solutions and support services. Your mission is to ensure customers gain maximum value from their solutions, driving adoption, satisfaction, and long-term loyalty. You’ll be the trusted advisor who helps customers embed new features, optimise processes, and unlock growth opportunities — while spotting natural moments to introduce additional solutions that enhance their journey.

What you’ll do:

• You’ll build and maintain strong relationships with a portfolio of customers, becoming their trusted partner and primary point of contact.
• Through regular check-ins and progress reviews, you’ll support customers in getting the most value from Sage solutions, offering guidance, tips, best practices, and updates that enhance their overall experience.
• You’ll closely monitor product usage, contract renewals, and customer health to ensure satisfaction, retention, and long-term success.
• By identifying risks early, resolving issues quickly in collaboration with support teams, and proactively addressing concerns, you’ll help reduce churn and strengthen loyalty.
• You’ll also contribute to growth by recognising opportunities for up-selling and cross-selling, aligning customer needs with additional features or services.
• You’ll act as the voice of the customer—sharing insights to influence product development and engagement strategies—and support education initiatives through content such as webinars, blogs, and videos.
• You’ll empower colleagues by coaching, mentoring, and sharing expertise across teams, helping elevate overall performance and confidence.
• At the same time, you’ll lead meaningful process-improvement initiatives—identifying opportunities for large-scale operational enhancements and driving changes that boost efficiency, quality, and consistency across both internal workflows and customer engagement.

What You’ll Bring:

• You’ll bring a deep understanding of how finance teams operate, along with the empathy to recognise and address their challenges.
• Confident in conversations with CFOs and senior finance leaders, you can navigate accounting processes, software pain points, and wider business needs.
• Your strategic mindset allows you to build long-term success plans that drive meaningful outcomes.
• Your commercial awareness helps you identify natural up-sell and cross-sell opportunities, and your ability to create educational content supports customers in deepening their product knowledge.
• With strong relationship-building skills and a proactive approach, you guide customers toward success by spotting opportunities or risks early and ensuring they gain maximum value.
• Backed by experience in a B2B environment—ideally within SaaS or accounting—and knowledge of financial solutions such as Sage 200 or Sage Intacct, you stay ahead of product developments through continuous learning.
• Highly organised and able to manage multiple priorities, you bring sound judgment, initiative, and a focus on continuous improvement.
• You communicate clearly, collaborate effectively, and thrive in a friendly, adaptable, team-oriented culture.
• With a process-driven mindset and proven impact on customer adoption, retention, and growth, you’re equipped to help both customers and colleagues succeed.

How we work & what we offer:

• Positive environment & hybrid working (remote-first with purposeful on-site visits).
• Competitive salary (we benchmark fairly; happy to discuss early).
• Casual dress + supplied uniform where needed.
• 23 days annual leave (increasing with service).
• Early finish twice a month.
• Birthday and personal day off.
• Pension, healthcare cash plan, EAP, life insurance, flu jabs.
• Paid volunteering time and company events.

Please note that salaries are individual. Years of experience, industry knowledge, degree etc. all have an impact on salaries. External agencies are kindly requested not to contact the company regarding this position.

ITAS is an equal-opportunity employer and embraces diversity and inclusion.

Job Types: Full-time

Salary: Dependent on experience

Schedule: Monday to Friday