Customer Success Manager, SugarCRM

• 4–6 years of experience in Customer Success, Account Management, or similar client-facing roles within a SaaS or B2B technology environment
• Proven track record of managing customer portfolios, achieving retention and growth goals, and building trusted relationships at all levels
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Excellent communication and presentation abilities—confident working with both technical and executive stakeholders
• Demonstrated success in identifying and driving upsell and cross-sell opportunities
• A customer-first mindset, with a passion for delivering value and helping clients succeed
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities effectively
• 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 encourage you to apply if your experience is close to what we’re looking for

Desirable

• As a Customer Success Manager, you will be responsible for overseeing the relationship and strategic management of some of our most significant mid-market accounts
• In this role, you will serve as the primary point of contact for our customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities
• You will be integral to driving both customer retention and growth within your accounts, applying a consultative approach to help clients achieve maximum value from our platform
• Serve as the primary point of contact for a portfolio of mid-market and enterprise customers, ensuring their long-term satisfaction and success with SugarCRM solutions
• Drive customer adoption and engagement through onboarding, training, and proactive success planning
• Own the entire post-sale lifecycle, including renewals, retention, and identifying growth opportunities such as upsell and cross-sell initiatives
• Use data-driven insights to track account health, identify risks, and execute proactive mitigation strategies
• Collaborate cross-functionally with Sales, Product, Support, and Professional Services to deliver exceptional customer experience
• Advocate for customers internally, influencing product enhancements and service improvements based on customer feedback
• Maintain a strong understanding of SugarCRM products, industry trends, and best practices to guide customers effectively