Customer Success Manager - Key

SugarAI; United States; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Unlimited Paid Time Off

Parental Leave

Legal Services

Financial Planning

Pet Insurance

Corporate Benefit Program

Wellness Reimbursement

Travel Discounts

Career & Personal Development

Employee Referral Bonus

Merit-based growth opportunities

Job summary

SugarAI seeks a results-driven Customer Success/Account Manager to own post-sale lifecycle for strategic accounts in a SaaS environment.

You’ll lead renewals, drive retention, and identify upsell opportunities by understanding client needs and business processes, collaborating with sales, product, and support to maximize value and adoption.

Qualifications

• 4–7 years in customer success, account management, or client-facing sales with renewals responsibility.
• Customer-centric mindset with ability to advise on business process improvements via technology.
• Proven revenue growth and KPI achievement through upsell/cross-sell and retention strategies.

Responsibilities

• Build and maintain relationships with key stakeholders; act as trusted advisor for CX platform adoption.
• Own post-sale lifecycle: renewals, retention strategies, and churn risk mitigation.
• Identify upsell opportunities; tailor solutions based on client needs.
• Use data to monitor adoption, usage, and health metrics; adjust tactics accordingly.
• Collaborate with sales, product, and support to expand product adoption and client footprint.
• Advocate for customers and relay feedback to product, marketing, and sales teams.

Skills

Customer success

Account management

SaaS B2B

Communication

Cross-functional collaboration

Renewals & retention

Data-driven decisions

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.

Impact You Will Make In The Role

• 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.

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: 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.
• 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.
• 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: Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude.
• 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.

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 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.

We use artificial intelligence (AI) tools to support our recruiting process, including scheduling, candidate search, prioritization. AI does not make hiring decisions or automatically reject candidates; those decisions are made by people at SugarAI.

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.

Compensation Range: $70K - $90K