Sage Intacct Customer Support Manager

BPM – where caring and community is in our company DNA, we are always striving to be our best selves; and we’re compelled to ask the questions that lead to innovation.

Working with BPM means using your experiences, broadening your skills, and reaching your full potential in work and life—while also making a positive difference for your clients, colleagues, and communities. Our shared entrepreneurial spirit drives us to see and do things differently. Our passion for people makes BPM a place where everyone feels welcome, valued, and part of something bigger. Because People Matter.

As a Customer Success Manager (CSM) at bpm, you will play a critical role in ensuring 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 through proactive support, tailored guidance, and growth-oriented recommendations.

You’ll work cross-functionally with delivery, sales, and support teams to drive retention, identify expansion/cross-selling opportunities, and build trusted partnerships with finance leaders across our verticals (nonprofit, real estate, family office, and healthcare).

Our Perks & 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.

Key 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

Qualifications:

• 3+ years of experience in customer success, account management, or consulting in a SaaS or professional services environment

• Prior experience with Sage Intacct strongly preferred

• 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)

Success Metrics:

• Client satisfaction and retention (NPS / CSAT)

• License renewal rates and expansion revenue

• Client health and engagement score trends

• Adoption of recommended features or services

$120,000 - $150,000 a year

BPM Summary:

BPM LLP is one of the 40 largest public accounting and advisory firms in the United States with a global team of over 1,200 colleagues. A Certified B Corp, the Firm works with clients in the agribusiness, consumer business, financial and professional services, life science, nonprofit, wine and craft beverage, real estate and technology industries. BPM’s diverse perspectives, expansive expertise and progressive solutions come together to create exceptional experiences for individuals and businesses around the world. To learn more, visit our website.

Wondering if you should apply?

At BPM we are people who value people. We are progressive and purposeful. We are a firm with flexibility. Our shared entrepreneurial spirit drives us to see and do things differently. And our passion for people makes BPM a place where everyone feels welcome, valued, and part of something bigger.

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BPM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. BPM welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

Please note - this posting is for prospective candidates only. Unsolicited third-party resume submissions will be considered property of BPM and will not be acknowledged or returned.