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SugarAI

Posted 1 day ago

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Customer Success Manager - Key

US - RemoteRemote

AI Summary

Manages key client accounts post-sale, driving renewals, retention, and expansion by advising stakeholders on platform adoption and acting as the customer voice internally.

About this role

About SugarAI

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’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.

Our global team is united by a shared commitment to impact, ownership, and continuous growth. 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.

Impact You Will Make in the Role:

  • 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: Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions.
  • Data-Driven Decision Making: Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability.
  • 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.

    • What You Will Bring:

  • 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: Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions. 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.
  • Revenue Growth Expertise: 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.
  • Communication Excellence: Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. You should be clear, concise, and persuasive in your approach.
  • Resilience & Motivation: 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.

    • Skills

    Account ManagementClient Relationship ManagementCRMCross-sellingCustomer SuccessRenewalsSaaSUpselling

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