Customer Support Manager

Summary

Join BPM as a Customer Success Manager (CSM) and ensure the long-term success and satisfaction of our clients post-implementation. You will act as a strategic advisor and relationship manager, helping clients maximize the value of their Intacct investment. Work cross-functionally with delivery, sales, and support teams to drive retention and identify expansion/cross-selling opportunities. Build trusted partnerships with finance leaders across various verticals. Develop and maintain success plans aligned with client business goals. Monitor license renewal timelines and assist with contract discussions. Partner with delivery teams to ensure smooth project-to-support transitions. Share client feedback with product and service teams to drive continuous improvement. BPM offers a total rewards package, well-being resources, and professional development opportunities.

Requirements

• 3+ years of experience in customer success, account management, or consulting in a SaaS or professional services environment
• Strong understanding of accounting and finance workflows; CPA or accounting background is a plus
• Excellent interpersonal and communication skills, with a proactive and consultative mindset
• Strong project coordination and organizational skills
• Experience with CRM and customer success tools (e.g., Salesforce, ChurnZero, Gainsight)

Responsibilities

• Client Relationship Management
• Serve as the point of contact for a portfolio of Intacct clients post-implementation
• Conduct regular check-ins and success reviews to assess satisfaction and evolving business needs
• Proactively address challenges and advocate internally for client needs
• Success Planning & Value Realization
• Develop and maintain success plans aligned with client business goals and system usage
• Identify opportunities for optimization, automation, or adoption of new Intacct features
• Provide guidance on best practices and coordinate subject matter experts when needed
• Renewals & Expansion Support
• Monitor license renewal timelines and assist with contract discussions in coordination with sales
• Collaborate with delivery and sales teams to scope add-on services, new modules, or user growth
• Track and report on account health, usage metrics, and satisfaction indicators
• Internal Collaboration
• Partner with delivery teams to ensure smooth project-to-support transitions
• Coordinate with support resources on issue resolution and long-term fixes
• Share client feedback with product and service teams to help drive continuous improvement

Preferred Qualifications

Prior experience with Sage Intacct strongly preferred

Benefits

• Total rewards package: from flexible work arrangements to personalized benefit structures and financial compensation options that give you choice and flexibility
• Well-being resources: interactive wellness platform and incentives, an employee assistance program and mental health resources, and Colleague Resource Groups (CRGs) that provide safe spaces for colleagues to share, be heard, feel valued and deepen connections
• Lance & flexibility: 14 Firm holidays including two floating holidays, Flex PTO, paid family leave, winter break, summer hours and remote work options, so you can balance challenging yourself with taking care of yourself
• Professional development opportunities: A learning culture with CPA exam resources and bonuses, tuition reimbursement, a coach program, live classes, workshops and seminars offered by our Learning and Development team