Customer Success Manager, SugarCRM
$60-84k
+ Commission based on ARR sales, depending on experience
Customer relationship management platform
Job no longer available
Customer relationship management platform
501-1000 employees
Job no longer available
$60-84k
+ Commission based on ARR sales, depending on experience
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
- Proven Track Record: 4-6 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
- Data-Driven Approach: Strong analytical skills, with the ability to interpret client data and business metrics to identify patterns, diagnose issues, and create action plans for account growth or retention
- 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
What the job involves
- SugarCRM is seeking an experienced Customer Success Manager (CSM) to join our growing team
- 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
- 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 (45-60), including ensuring timely contract renewals, driving 90% 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
- Client Advocacy: Ensure that clients' voice is heard within SugarCRM, advocating for their needs and facilitating internal efforts to deliver on promises and enhance the customer experience
Our take
Many leading CRM software require a lot of manual entry. Meanwhile, they 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 different 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
(Chief Strategy Officer)Previously Product Manager at Epiphany and Software Engineer at Hewlett Packard Enterprise.
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