Vice President of Global Customer Success, SugarCRM
$180-200k
+ Eligible for up to $80,000 in variable compensation (Max $280,000 OTE)
Customer relationship management platform
Be an early applicant
Customer relationship management platform
501-1000 employees
Be an early applicant
$180-200k
+ Eligible for up to $80,000 in variable compensation (Max $280,000 OTE)
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
- Your bachelor's degree, coupled with 15+ years of CRM-centric customer success or account management experience on a global scale, establishes you as an exceptional leader
- Your proven track record in achieving global customer success objectives, coupled with your in-depth knowledge of selling software and the SaaS industry, positions you to steer our Global Customer Success team toward SugarCRM advocacy and excellence
- 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. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team
What the job involves
- At SugarCRM, we’re on a mission to redefine how companies drive growth and customer loyalty through Precision Selling — leveraging data, automation, and AI to help customers make every interaction count
- As our Vice President, Global Customer Success, you will lead the vision, strategy, and execution of a world-class Customer Success organization that ensures our customers achieve measurable outcomes and long-term value
- You’ll develop and scale global CS strategies, frameworks, and best practices that strengthen adoption, improve Gross Revenue Retention (GRR), and uncover opportunities for expansion across our diverse customer base
- This role combines strategic leadership with operational rigor — uniting digital programs, lifecycle playbooks, and customer insights to drive predictable, repeatable success at scale
- Provide strategic leadership for the Global Customer Success organization
- Develop scalable engagement programs and digital touchpoints (in-app, automated, and campaign-driven) that promote best-practice adoption, strengthen product usage, and improve customer satisfaction and retention
- Design and implement tactical playbooks and enablement tools that equip CSMs to proactively manage customer outcomes, lead commercial and renewal discussions, and execute proven best-practice plays that drive retention and growth
- Act as a senior-level escalation point for critical customer issues
- Collaborate with Sales teams to identify global growth opportunities within the customer base
- Share data-driven feedback with Product teams about critical capabilities and enhancements that will drive future growth, informing the product roadmap
- Manage and mentor the Customer Success team that spans multiple regions and, where appropriate, work with the partner channel
- Foster a culture of ownership where every CSM operates as the CEO of their accounts — using feedback as fuel to continuously improve, keeping customers at the center of every decision, and driving scalable, future-ready success
- Motivate the team. Keep them passionate about their work
- Continually enhance and develop the team. Deal with poor performance and build a culture of continuous improvement
- Metrics, Process and Process
- Track and rigorously monitor core Customer Success metrics — including Gross Revenue Retention (GRR), renewal rate, growth rate, customer health, and sentiment — using both leading and lagging indicators to identify trends early, drive proactive action, and eliminate surprises in customer attrition
- Make innovative use of technology to drive efficiency and effectiveness
Application process
- We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 5 more jobs at SugarCRM