Remote Customer Success Leader - SaaS Growth & Renewals

SugarCRM; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Excellent healthcare package

401(k) match

Unlimited PTO

Paid parental leave

Online legal services

Job summary

SugarAI is redefining CRM for the AI era. We are seeking a Customer Success Manager to nurture strategic client relationships, guide adoption of our CX platform, and ensure long-term value realization across key accounts.

You will own the post-sale lifecycle, drive renewals, identify upsell opportunities, and collaborate with sales, product, and support to deliver exceptional service. This role offers a remote-friendly environment in the United States and opportunities for growth.

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.
• Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions; consultative approach to business process improvements through technology.
• Proven track record of identifying upsell and cross-sell opportunities to drive revenue growth and meet KPIs.
• Excellent communication across all levels of an organization, including C-suite, both verbally and in writing.
• Resilient and proactive, able to manage multiple priorities in a dynamic environment while maintaining a positive attitude.
• Strong team player with cross-functional collaboration to deliver a seamless client experience.

Responsibilities

• Build and maintain relationships with key stakeholders within client accounts and guide clients in leveraging our CX platform for maximum impact.
• Own the post-sale lifecycle for assigned accounts, including renewals, retention strategies, and churn mitigation.
• Identify and execute opportunities for upselling and cross-selling across existing portfolios to expand product adoption.
• Use client data to track health, uncover opportunities, and tailor strategies to maximize renewal probability.
• Collaborate with sales, product, and support teams to address customer needs and deliver exceptional service.
• Act as the voice of the customer, communicating needs and insights to product, sales, and marketing.

Skills

Proven Track Record

Customer-Centric Mindset

Revenue Growth Expertise

Communication Excellence

Resilience & Motivation

Team Collaboration

Job description

SugarAI is redefining CRM for the AI era. We are seeking a Customer Success Manager to nurture strategic client relationships, guide adoption of our CX platform, and ensure long-term value realization across key accounts.

You will own the post-sale lifecycle, drive renewals, identify upsell opportunities, and collaborate with sales, product, and support to deliver exceptional service. This role offers a remote-friendly environment in the United States and opportunities for growth.