Director, Customer Success

SugarCRM
Denver
Workplace: HybridFull timeUSD 140,000 - 150,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Customer-centricity","Cross-functional collaboration","Analytical thinking"]

Lead and develop a team of North America Customer Success Managers, fostering a customer-centric culture and driving performance. Own customer tier business reviews and serve as the first escalation point for critical customer issues. Implement risk identification and renewal mitigation frameworks, coach CSMs to operate as revenue stewards, and collaborate cross-functionally to drive retention and adoption. Track core customer success metrics and maintain disciplined CRM hygiene and forecasting documentation standards.

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FursaFursa
SugarCRM
SugarCRM
2 weeks ago

Director, Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Lead and develop a team of North America Customer Success Managers, fostering a customer-centric culture and driving performance. Own customer tier business reviews and serve as the first escalation point for critical customer issues. Implement risk identification and renewal mitigation frameworks, coach CSMs to operate as revenue stewards, and collaborate cross-functionally to drive retention and adoption. Track core customer success metrics and maintain disciplined CRM hygiene and forecasting documentation standards.
Location: Denver
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead, mentor, and develop a team of Customer Success Managers (North America) to build a customer-centric culture and drive performance excellence.
  • •Run regular business reviews across customer tiers and support CSMs managing customer accounts, including escalation for critical customer issues.
  • •Establish and enforce a structured customer risk identification framework with early-warning indicators and mitigation plans ahead of renewals.
  • •Coach CSMs to operate as revenue stewards, ensuring timely commercial conversations and supporting expansion efforts.
  • •Track and monitor key customer success metrics (renewal rate, growth rate, customer health, sentiment) and maintain CRM hygiene and forecasting documentation standards.

Pay and Benefits

Salary: USD 140,000 - 150,000 annually
Perks:Health Insurance401k MatchPaid LeavePaid ParentalTravel Allowance

Key Requirements

  • •8+ years of customer success or account management experience, including 3+ years of people management experience.
  • •In-depth understanding of CRM software and the B2B SaaS industry.
  • •Demonstrated ownership of renewal forecast exceeding $13M and growth forecast exceeding $2.5M ARR.
  • •Experience driving continuous improvement initiatives and implementing best practices using customer feedback.
  • •Success monitoring and analyzing customer health metrics, usage patterns, and feedback to address risks and improve customer satisfaction.
Experience:8+ yearsCustomer successAccount managementCRM softwareB2B SaaS
Education:Bachelor's in Business, Marketing, or related field
Skills:LeadershipMentoringCustomer-centricityCross-functional collaborationAnalytical thinking

Company Brief

SugarCRM
Provides customer relationship management (CRM) software and cloud-based sales, marketing, and service automation solutions for mid-market and enterprise customers, with on-premise and SaaS deployment options.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Cupertino, United States
Founded: 2004
WebsiteLinkedIn