Customer Success Manager - Key

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
SugarCRM

SugarCRM

SugarCRM is the market-leading CRM platform that empowers individuals to better understand and engage with customers. It offers an innovative, affordable, and individualized CRM solution that connects sales, marketing, and service teams for enhanced pr...

Professional Services
251-1K
Founded 2004
$104M raised

Description

  • Serve as the primary point of contact for assigned customer accounts from onboarding through renewal.
  • Build and maintain strong relationships with key stakeholders and act as a trusted advisor.
  • Own the post-sale lifecycle for accounts, including renewals, retention strategy, and churn mitigation.
  • Identify and execute upsell and cross-sell opportunities within existing accounts.
  • Use customer data and analytics to monitor account health, adoption, and usage patterns.
  • Proactively address customer challenges to improve renewal probability and value realization.
  • Collaborate cross-functionally with sales, product, and support teams to resolve customer needs.
  • Identify additional contacts and departments within accounts to expand product adoption and footprint.
  • Gather customer feedback and communicate customer insights to product, sales, and marketing teams.

Requirements

  • 4-7 years of experience in customer success, account management, or client-facing sales roles.
  • Direct experience managing renewals, retention, and expansion in a SaaS B2B environment.
  • Demonstrated ability to build long-term client relationships and provide value-added solutions.
  • Comfort working consultatively to advise on business process improvements through technology.
  • Deep understanding of customer pain points and the ability to navigate complex client relationships.
  • Proven success identifying upsell and cross-sell opportunities to drive revenue growth and meet KPIs.
  • Strong communication skills with the ability to work effectively across all levels, including C-suite executives.
  • Ability to manage multiple priorities in a dynamic environment while maintaining a proactive attitude.
  • Preferred: candidates located in the Central Time Zone.

Benefits

  • $70,000 - $90,000 base salary.
  • Total compensation includes base salary plus commission based on ARR sales, depending on experience.
  • Excellent healthcare package for employees and their families.
  • 401(k) match.
  • Unlimited paid time off.
  • Paid parental leave.
  • Health and wellness reimbursement program.
  • Educational resources and career/personal development program.

Interested in this position?

Apply directly on the company website

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