Manager of Customer Success, SugarCRM
$90-110k
3-5 days a week in office
Customer relationship management platform
Be an early applicant
Customer relationship management platform
501-1000 employees
Be an early applicant
$90-110k
3-5 days a week in office
501-1000 employees
Company mission
To help marketing, sales and customer service teams achieve high-definition customer experiences by providing the CRM platform that makes the hard things easier.
Role
Who you are
- 5-7 years of experience in Customer Success, Program Management, or a related SaaS leadership role, including 1–3 years of people management experience
- Strong track record of building and scaling metrics-driven, programmatic CS initiatives (digital-first, automation, adoption and renewal campaigns)
- Demonstrated ability to attract, develop, and retain a high-performing team, driving a culture of accountability and operational excellence
- Fluency with key SaaS and CS metrics, including adoption, efficiency, GRR, and NRR
- Analytical and process-minded leader, with experience developing playbooks, SOPs, and frameworks that drive measurable results
- Strong technical aptitude and familiarity with automation, AI tools, and CRM systems, enabling data-driven decisions and scalable execution
- Ability to balance strategic thinking with operational execution — an “operator” who can design and optimize programs rather than focusing solely on individual customer relationships
- Ability to collaborate effectively across diverse teams and communicate clearly and influence stakeholders, while maintaining a strong customer-centric mindset
What the job involves
- As a leader of SugarCRM’s Core Customer program, a high-volume customer segment that represents the majority of our customer base, you will design and lead digital-first programs that deliver measurable adoption, retention, and growth outcomes
- These customers are at the heart of SugarCRM’s business, and this role ensures they benefit from scalable, impactful experiences throughout their lifecycle
- Lead and manage a team of Customer Success Managers (CSMs) focused on delivering a digital-first, metrics-driven customer success program for our Core customer segment
- Design, implement, and continuously improve scalable programs across the customer lifecycle, including guided onboarding journeys, renewal campaigns, and adoption campaigns
- Drive accountability for both team performance and program performance through clear metrics, reporting, and continuous optimization
- Develop playbooks, standard operating procedures (SOPs), and frameworks that enable the team to deliver consistent, repeatable, and measurable customer outcomes
- Measure and report on key customer success outcomes—including adoption, retention, efficiency, and revenue metrics—using data to inform decisions and improve customer experiences
- Leverage data and automation tools (including AI-enabled solutions) to maximize efficiency and scale, while ensuring customer journey touchpoints are high-impact
- Partner cross-functionally with Sales (renewal and expansion), Marketing (customer campaigns and advocacy), Product (feedback and adoption alignment), and Support (case and escalation patterns) to align programs with business goals
- Apply a customer journey and adoption mindset to program design, ensuring initiatives directly influence retention, growth, and long-term customer success
Our take
Many leading CRM software require a lot of manual entry, but have little job-specific functionality, making tracking and interacting with potential and current customers time-consuming and inefficient. SugarCRM, which started as a project to elevate CRM with automation, has since grown into an AI-driven cloud product used by thousands of companies across the globe.
The Sugar Platform incorporates robust cloud structures and security, presents AI-powered predictions for customer trajectories and supports macro and micro customisation options. Importantly, its versatility and flexibility make it suitable for multiple teams across the CRM landscape.
Though it's far from the only CRM platform on the market, SugarCRM’s longevity as a company exemplifies its trusted status among businesses from many sectors. Ultimately, CRMs are a vital part of almost all industries, and Sugar’s established place in the market gives it plenty of scope for further success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jul 2019
$16m
LATE VC
Jan 2015
$3.6m
CONVERTIBLE
Total funding: $139.2m
Company benefits
- 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!
Company HQ
Financial District, San Francisco, CA
Leadership
Clint Oram
(Co-Founder & Chief Strategy Officer)Previously Product Manager at Epiphany and Software Engineer at Hewlett Packard Enterprise.
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