Director, Account Management

SugarCRM
United States
Workplace: HybridFull timeUSD 140,000 - 150,000 annuallyFunction: Executive & General ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Customer-centricity","Risk management","Analytical thinking"]

Lead and mentor a North America team of Customer Success Managers, driving a customer-centric culture and measurable outcomes. Own customer tier business reviews, coach CSMs to act as revenue stewards, and serve as first escalation point for critical issues. Build risk identification and renewal mitigation plans, monitor key Customer Success metrics, and align with Sales and CS leadership on growth and renewal forecasts to support retention and expansion.

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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: 3 hours agoStatus: Live

Job Summary

Lead and mentor a North America team of Customer Success Managers, driving a customer-centric culture and measurable outcomes. Own customer tier business reviews, coach CSMs to act as revenue stewards, and serve as first escalation point for critical issues. Build risk identification and renewal mitigation plans, monitor key Customer Success metrics, and align with Sales and CS leadership on growth and renewal forecasts to support retention and expansion.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and mentor a team of Customer Success Managers (North America), providing guidance, training, and support to foster customer-centric performance.
  • •Run regular business reviews within customer tiers using repeatable engagement techniques aligned to customer needs.
  • •Establish risk identification with early-warning indicators and mitigation plans at least two quarters before renewal.
  • •Coach CSMs to drive commercial conversations ahead of renewal and support expansion motions that increase customer value and revenue.
  • •Track 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 Insurance401kPaid LeavePaid ParentalLearning BudgetTravel AllowanceAnnual BonusPet InsuranceWellness Stipend

Key Requirements

  • •8+ years of customer success or account management experience and 3+ years of people management experience.
  • •In-depth understanding of CRM software and the B2B SaaS industry.
  • •Proven ownership of renewal and growth forecasts (exceeding $13M renewal and $2.5M+ ARR growth).
  • •Experience driving continuous improvement using best practices and customer feedback to enhance customer experience.
  • •Ability to generate reports/dashboards and monitor customer health, usage patterns, and sentiment.
Experience:8+ yearsB2B SaaS
Education:Bachelor's in Business, Marketing, or a related field
Skills:LeadershipMentoringCustomer-centricityRisk managementAnalytical thinking
Tech Stack:CRMERPMarketing automation

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