Customer Success Manager - Key

SugarAI; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Excellent healthcare package

401(k) match

Unlimited PTO

Paid Parental Leave

Online Legal Services

Financial Planning Services

Pet Insurance discounts

Travel and entertainment discounts

Wellness reimbursement

Travel Discounts

Career development resources

Employee Referral Bonus

Merit-based growth opportunities

Job summary

SugarAI is redefining CRM with AI-driven insights and a seamless client experience. We’re seeking a Senior Customer Success professional to own post-sale lifecycle, drive renewals, and identify growth opportunities across existing accounts.

You will leverage data to monitor health, advocate for customers, and work with sales, product, and support to expand adoption. Join a fast-moving, collaborative team focused on real impact.

Qualifications

• Proven track record in customer success, account management, or client-facing sales roles with renewals/expansion responsibility.
• Customer-centric mindset with ability to build long-lasting client relationships and advise on improvements through technology.
• Demonstrated ability to identify upsell/cross-sell opportunities and drive revenue growth.
• Excellent written and verbal communication across all levels, including C-suite.
• Resilient and proactive, capable of handling multiple priorities in a dynamic SaaS environment.
• Strong cross-functional collaboration to ensure a seamless customer experience.

Responsibilities

• Build and maintain strong relationships with key stakeholders within client accounts and act as a trusted advisor.
• Own the post-sale lifecycle for assigned accounts, drive renewals, retention strategies, and churn mitigation.
• Identify and execute upsell/cross-sell opportunities across existing portfolios.
• Use client data to track account health, inform strategies, and maximize renewal probability.
• Collaborate with sales, product, and support to address customer needs and expand adoption.
• Advocate for customers internally by communicating needs and insights to product, sales, and marketing teams.

Skills

Proven Track Record

Customer-Centric Mindset

Revenue Growth

Communication Excellence

Resilience & Motivation

Team Collaboration

Job description

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.

Impact You Will Make in the Role:

• Customer Relationship Management:Build andmaintainstrong relationships with key stakeholders within client accounts. Act as a trusted advisor to guide clients inleveragingour CX platform for maximum impact, ensuring long-term satisfaction and value realization.
• Account Ownership & Renewals:Own the entire post-sale lifecycle for assigned accounts, including ensuringtimelycontract renewals, driving retention strategies, and mitigating churn risks.
• Growth Opportunities:Identifyandexecute onopportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions.
• Data-Driven Decision Making: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.
• Collaboration & Networking:Work cross-functionally with sales,product, and support teams to address customer needs and deliver exceptional service.Identifynew contacts and departments within existing accounts to expand product adoption and customer footprint.
• Customer Advocacy:Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.

What You Will Bring:

• Proven Track Record:4-7 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.
• Customer-Centric Mindset:Demonstratedability to build long-lasting relationships with clients,anticipatingneeds 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.
• Revenue Growth Expertise:Success inidentifyingupsell and cross-sell opportunities, with a clear understanding of how toleveragecustomer relationships to drive revenue growth and meet KPIs.
• Communication Excellence: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.
• Resilience & Motivation:Demonstratedability to thrive in a dynamic environment, managing multipleprioritiesand consistently delivering results whilemaintaininga positive, proactive attitude.
• Team Collaboration:You excel in team settings, working cross-functionally to ensure clients receive a seamless experience. You contribute to the broaderteamsuccess and offer insight into best practices for customer engagement.

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:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet 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 .

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Range provided above is for Base Salary only and depends on experience

Total Compensation = Base Salary + Variable (based on ARR sales)