Customer Success Manager (Key)

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

Benefits offered by this job

401(k) match

Paid parental leave

Unlimited paid time off

Health and wellness program

Healthcare package for you and family

Pet insurance discounts

Legal services

Job summary

SugarCRM is seeking a Customer Success professional to manage post-sale lifecycle, drive renewals, and expand footprint across client accounts in a SaaS B2B environment.

You will collaborate with Sales, Product, and Support to ensure adoption, retention, and customer advocacy while delivering measurable value and strategic insights to leadership.

Qualifications

• 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.
• Strong communication across all levels of an organization, including C-suite executives, both verbal and written.
• Proven ability to identify upsell/cross-sell opportunities and drive revenue growth through deep customer relationships.

Responsibilities

• Own post-sale lifecycle for assigned accounts, including renewals and retention strategies.
• Identify and execute upsell and cross-sell opportunities across existing portfolios.
• Collaborate with sales, product, and support to address customer needs and expand adoption.
• Advocate for customers by communicating feedback to product, sales, and marketing teams.

Skills

Team collaboration

Revenue growth

Resilience

Customer-centric mindset

SaaS B2B experience

Executive communication

Job description

• Customer Relationship Management: 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
• Account Ownership & Renewals: Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks
• Growth Opportunities: 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
• 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. Identify new 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

Benefits

• Savings and Investment – 401(k) match
• Paid Parental Leave
• Unlimited Paid Time Off
• Financial Planning Services (Origin)
• Health and Wellness Reimbursement Program
• Excellent healthcare package for you and your family
• Discounted Pet Insurance (Embrace Pet Insurance)
• Online Legal Services (Rocket Lawyer)
• 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
• We are a merit-based company - many opportunities to learn, excel and grow your career!
• Educational Resources - Career & Personal Development Program
• Travel Discounts
• Employee Referral Bonus Program

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

• Team Collaboration: 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
• Revenue Growth Expertise: 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
• Resilience & Motivation: Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude
• Customer-Centric Mindset: 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
• 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
• 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