Director, Account Management

SugarCRM
Denver
Workplace: HybridFull timeUSD 140,000 - 150,000 annuallyFunction: Executive & General ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Stakeholder management","Risk management","Analytics"]

Lead and mentor a team of Customer Success Managers for North America, driving a customer-centric culture and performance excellence. Own business reviews across your customer tier using touch-based engagement models, serve as the escalation point for critical issues, and implement retention and expansion initiatives. Establish risk identification and mitigation ahead of renewals, monitor customer health and success metrics, and partner with Sales, Professional Services, Support, and Marketing to align forecasts and growth opportunities.

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FursaFursa
SugarCRM
SugarCRM
1 day ago

Director, Account Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead and mentor a team of Customer Success Managers for North America, driving a customer-centric culture and performance excellence. Own business reviews across your customer tier using touch-based engagement models, serve as the escalation point for critical issues, and implement retention and expansion initiatives. Establish risk identification and mitigation ahead of renewals, monitor customer health and success metrics, and partner with Sales, Professional Services, Support, and Marketing to align forecasts and growth opportunities.
Location: Denver
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead, mentor, and develop a team of Customer Success Managers (North America) with guidance and training.
  • •Run regular business reviews within the customer tier and support CSMs in managing accounts and escalating critical customer issues.
  • •Build and enforce a risk identification framework with early-warning indicators and mitigation plans at least two quarters before renewal.
  • •Coach CSMs to operate as revenue stewards, ensuring commercial conversations occur ahead of renewal and supporting expansion motions.
  • •Track and monitor Customer Success metrics (renewal rate, growth rate, customer health, sentiment) and maintain CRM hygiene and forecast documentation standards.

Pay and Benefits

Salary: USD 140,000 - 150,000 annually
Perks:Health Insurance401k MatchPaid LeaveParental LeaveTravel AllowanceLearning Budget

Key Requirements

  • •8+ years of customer success or account management experience and at least 3+ years of people management experience.
  • •In-depth understanding of CRM software and the B2B SaaS industry.
  • •Experience owning renewal forecast exceeding $13M and growth forecast exceeding $2.5M ARR.
  • •Experience driving continuous improvement using best practices and customer feedback to enhance customer experience.
  • •Demonstrated success monitoring and analyzing customer health metrics, usage patterns, and feedback to proactively address risks and improve satisfaction.
Experience:8+ yearsB2B SaaSCRMCustomer success
Education:Bachelor's in Business, Marketing, or a related field
Skills:LeadershipMentoringStakeholder managementRisk managementAnalytics
Tech Stack:CRM softwareB2B SaaSCRMERPMarketing automationDashboardsReportsForecasts

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