Customer Success Manager

Summary

Join SugarCRM's growing team as a Customer Success Manager (CSM)! In this role, you will be the primary point of contact for customers, managing their experience from onboarding to renewals and identifying growth opportunities. You will build strong client relationships, act as a trusted advisor, and leverage data to drive customer success. Responsibilities include account ownership, identifying upsell/cross-sell opportunities, and collaborating with internal teams. The ideal candidate possesses 4-6 years of experience in a similar SaaS B2B environment, strong analytical skills, and excellent communication abilities. SugarCRM offers a competitive salary and benefits package, including excellent healthcare, 401k matching, unlimited PTO, and various other perks.

Requirements

• 4-6 years of experience in customer success, account management, or client-facing sales roles with direct responsibility for renewals, retention, and expansion within a SaaS B2B environment
• Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions
• Comfort working in a consultative manner to advise on business process improvements through technology, a deep understanding of customer pain points, and the ability to navigate complex client relationships
• Success in identifying upsell and cross-sell opportunities, with a clear understanding of how to leverage customer relationships to drive revenue growth and meet KPIs
• Strong analytical skills, with the ability to interpret client data and business metrics to identify patterns, diagnose issues, and create action plans for account growth or retention
• Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. You should be clear, concise, and persuasive in your approach
• Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude
• You excel in team settings, working cross-functionally to ensure clients receive a seamless experience. You contribute to the broader team success and offer insight into best practices for customer engagement

Responsibilities

• Build and maintain strong relationships with key stakeholders within client accounts
• Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization
• Own the entire post-sale lifecycle for assigned accounts (45-60), including ensuring timely contract renewals, driving 90% retention strategies, and mitigating churn risks
• Identify and execute on opportunities for upselling and cross-selling across existing client portfolios
• Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions
• Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success
• Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability
• Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service
• Identify new contacts and departments within existing accounts to expand product adoption and customer footprint
• Ensure that clients’ voice is heard within SugarCRM, advocating for their needs and facilitating internal efforts to deliver on promises and enhance the customer experience

Benefits

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)
• Discounted Pet Insurance (Embrace Pet Insurance)
• Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
• Health and Wellness Reimbursement Program
• Travel Discounts
• Educational Resources - Career & Personal Development Program
• Employee Referral Bonus Program
• We are a merit-based company - many opportunities to learn, excel and grow your career!