Customer Success Manager - Key

SugarAI · Remote, United States

SugarAI is redefining CRM for the age of AI.
We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.
More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.
If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes—we’d love to meet you.

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, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks.
Growth Opportunities:

Data-Driven Decision Making:

Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. 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.
Customer Advocacy:

Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.
Proven Track Record:

4-7 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:

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.
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.
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.
We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why were dedicated to adding new perspectives to the team.
We use artificial intelligence (AI) tools to support our recruiting process, including scheduling, candidate search, prioritization. AI does not make hiring decisions or automatically reject candidates; Online Legal Services (Rocket Lawyer)
· Financial Planning Services (Origin)
· 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!
If you require a reasonable accommodation to search for a job opening or submit an application, please call with your request and contact information.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. LI-Remote