Director, Customer Success

SugarAI; Quinte West; Hybrid; CAD 194,000 - 207,000; Full time

Benefits offered by this job

Healthcare package

401(k) match

Unlimited PTO

Parental Leave

Online Legal Services

Financial Planning Services

Pet Insurance

Travel Discounts

Career Development Program

Employee Referral Bonus

Job summary

SugarAI is seeking a Director of Customer Success to lead our Americas team and drive measurable outcomes for customers and revenue. You will cultivate a culture of excellence, manage a team of CS Managers, and orchestrate renewal and expansion motions to maximize value.

You will partner with Sales, Professional Services, Support and Marketing to identify growth opportunities, ensure renewal forecasts accuracy, and maintain disciplined CRM hygiene across the organization.

Qualifications

• 8+ years in customer success or account management.
• In-depth understanding of CRM software and the B2B SaaS industry.
• Proven ownership of renewal forecasts and growth targets.

Responsibilities

• Lead, mentor and develop NA Customer Success Managers to drive customer value.
• Manage renewal forecasting and expansion opportunities across the Americas.
• Collaborate with Sales, PS, Support and Marketing to hit growth targets.
• Maintain CRM hygiene and forecast documentation across the team.

Skills

Customer Success Leadership

CRM Expertise

SaaS Renewal Forecast

Growth Forecasting

Data-Driven Decision Making

Stakeholder Management

Education

Bachelor’s degree in Business or related field

Job description

About SugarAI

SugarAI is redefining CRM for the age of AI.

We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.

More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.

Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.

If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes,we’d love to meet you.

About the Role

As the Director, Customer Success,you’llspearhead ourcustomer-centric approach to help ourAmericascustomers achievemeasurable outcomes and long-term valuewithSugarCRM.Yourrole goes beyond traditional management;it’sabout cultivating a culture of excellence within your team. In thispivotal position, you will lead a team of Customer Success Managers to develop customer advocates, foster deep customerrelationshipsanddrive customer value through adoption and expansion motions.

This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, CO location, specifically, working in-office a minimum of 3 days per week.

Impact You Will Make in the Role:

• Lead, mentor, inspire and develop a team of Customer Success Managers (North America), providing guidance, training, and support to foster a customer‑centric culture anddrive performanceexcellence.
• Drive theprocess of regular business reviews withinyourcustomertier, creatingrepeatabletechniques that span high‑medium‑low touch engagement with customers based on their needs.Support CSMs inmanagingcustomer accounts,establishstrong relationships with stakeholders, andactas thefirstpoint of escalation for critical customer issues. Strategize and implement initiatives for enhancing customer retention andprecision sellingadoption.
• Establish and enforce a structuredrisk identification framework, including early-warning indicators and mitigationplansat least two quarters in advance of renewal.
• Coach and enable CSMs tooperateas revenue stewards, ensuring commercial conversations occur well in advance of renewal eventsand help support expansion conversations that drive both customer value and SugarCRM revenue.
• Collaborate withyour CSMs, Professional Services, Support and Marketing teams toidentifyand drivegrowth opportunities withinyourcustomer baseto hit annual growth targets
• Partner closely with Sales andCS leadershipto ensuregrowth and renewalforecast alignment, transparency, and executive visibilityof risks,changesand opportunities
• Track and rigorouslymonitorcore Customer Success metrics —renewal rate, growth rate, customer health, and sentiment — using both leading and lagging indicators toidentifytrends early, drive proactive action, andeliminatesurprises in customer attrition
• Maintain disciplined CRM hygiene and forecast documentation standards across the team
• Develop deep product knowledge, stay informed about product updates, features, and capabilities, and effectively communicate value propositions to the CSM team and customers to drive product adoption and usage.

What You Will Bring:

• 8+ years of customer success or account management experience andat least3+ years of people management experience
• In-depth understanding of CRM software and the B2B SaaS industry
• Demonstrated ownership of a renewal forecast exceeding $13M and growth forecast exceeding $2.5Mmillion ARR
• Experience driving continuous improvement initiatives, implementing best practices,leveragingcustomer feedback, and advocating for product enhancements or operational improvements to enhance the overall customer experience and maximize customer success outcomes
• Demonstrative success monitoring and analyzing customer health metrics, usage patterns, and feedback toidentifytrends, proactively address potential issues, and develop strategies to enhance customer satisfaction and loyalty
• Experience generating reports, dashboards, and insights on customer success metrics, retention rates, renewal forecasts, and revenue growth to inform decision-making, measure performance, andoptimizecustomer success initiatives

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, or a related field
• CRM/ERP/Marketing Automaton-centric customer success or account management experience

$140,000 - $150,000 a year

Range provided above is Base Salary

Total Compensation = Base Salary + Commission based on ARR sales, depending on experience.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we’re dedicated to adding new perspectives to the team.

Benefits and Perks:

• 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!

If you require a reasonable accommodation to search for a job opening or submit an application, please call [phone] with your request and contact information.

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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