Remote: Strategic Customer Success Manager

Lever, Inc.; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Healthcare package

401(k) match

Unlimited PTO

Parental leave

Online legal services

Financial planning

Pet insurance discounts

Travel discounts

Career development resources

Employee referral bonus

Job summary

SugarAI is hiring a Customer Success professional to own post-sale relationships, renewals, and expansion within a SaaS B2B setting. You’ll partner with sales, product, and support to ensure measurable value and reduced churn across key accounts.

The role emphasizes data-driven decision making, executive-level communication, and cross-functional collaboration to broaden product adoption and customer footprint.

Qualifications

• 4-7 years in customer success, account management, or client-facing sales with renewals, retention, and expansion in SaaS B2B.
• Customer-centric mindset with ability to build long-lasting client relationships and advise on business improvements through technology.
• Revenue growth expertise with upsell and cross-sell experience.
• Excellent communication across all levels, including C-suite, both verbal and written.
• Resilient, motivated, and able to manage multiple priorities in a dynamic environment.
• Strong teamwork and cross-functional collaboration to ensure a seamless client experience.

Responsibilities

• Build and maintain relationships with key stakeholders in client accounts; act as trusted advisor to guide clients in leveraging our CX platform.
• Own post-sale lifecycle for assigned accounts, including renewals, retention strategies, and mitigating churn risks.
• Identify and execute upsell and cross-sell opportunities across existing portfolios.
• Use client data and analytics to track account health, tailor success strategies, and monitor adoption; address renewal risk.
• Collaborate cross-functionally with sales, product, and support to address customer needs and deliver exceptional service.
• Advocate for customers; communicate insights across product, sales, and marketing to guide development and strategy.

Job description

SugarAI is hiring a Customer Success professional to own post-sale relationships, renewals, and expansion within a SaaS B2B setting. You’ll partner with sales, product, and support to ensure measurable value and reduced churn across key accounts.

The role emphasizes data-driven decision making, executive-level communication, and cross-functional collaboration to broaden product adoption and customer footprint.