Director, Customer Success - Americas (Hybrid)

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

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.