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The Director, Customer Success - AMERS role at Sugarcrm is an on-site position located in Denver, CO.

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Director, Customer Success - AMERS

SugarcrmDenver, CO12h ago

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential.

Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we're proud of how we show up for our customers every day.

If you're looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.

About the Role

As the Director, Customer Success, you'll spearhead our customer-centric approach to help our Americas customers achieve measurable outcomes and long-term value with SugarCRM. Your role goes beyond traditional management; it's about cultivating a culture of excellence within your team. In this pivotal position, you will lead a team of Customer Success Managers to develop customer advocates, foster deep customer relationships and drive customer value through adoption and expansion motions.

**This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Denver, CO location, specifically, working in-office a minimum of 3 days per week.**

Impact You Will Make in the Role:

Lead, mentor, inspire and develop a team of Customer Success Managers (North America), providing guidance, training, and support to foster a customer-centric culture and drive performance excellence.

Drive the process of regular business reviews within your customer tier, creating repeatable techniques that span high-medium-low touch engagement with customers based on their needs. Support CSMs in managing customer accounts, establish strong relationships with stakeholders, and act as the first point of escalation for critical customer issues. Strategize and implement initiatives for enhancing customer retention and precision selling adoption.

Establish and enforce a structured risk identification framework, including early-warning indicators and mitigation plans at least two quarters in advance of renewal.

Coach and enable CSMs to operate as revenue stewards, ensuring commercial conversations occur well in advance of renewal events and help support expansion conversations that drive both customer value and SugarCRM revenue.

Collaborate with your CSMs, Professional Services, Support and Marketing teams to identify and drive growth opportunities within your customer base to hit annual growth targets

Partner closely with Sales and CS leadership to ensure growth and renewal forecast alignment, transparency, and executive visibility of risks, changes and opportunities

Track and rigorously monitor core Customer Success metrics — renewal rate, growth rate, customer health, and sentiment — using both leading and lagging indicators to identify trends early, drive proactive action, and eliminate surprises in customer attrition 

Maintain disciplined CRM hygiene and forecast documentation standards across the team

Develop deep product knowledge, stay informed about product updates, features, and capabilities, and effectively communicate value propositions to the CSM team and customers to drive product adoption and usage.

What You Will Bring:

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

Demonstrated ownership of a renewal forecast exceeding $13M and growth forecast exceeding $2.5M million ARR

Experience driving continuous improvement initiatives, implementing best practices, leveraging customer feedback, and advocating for product enhancements or operational improvements to enhance the overall customer experience and maximize customer success outcomes

Demonstrative success monitoring and analyzing customer health metrics, usage patterns, and feedback to identify trends, proactively address potential issues, and develop strategies to enhance customer satisfaction and loyalty

Experience generating reports, dashboards, and insights on customer success metrics, retention rates, renewal forecasts, and revenue growth to inform decision-making, measure performance, and optimize customer success initiatives

Preferred Qualifications

Bachelor's degree in Business, Marketing, or a related field

CRM/ERP/Marketing Automaton-centric customer success or account management experience

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

· Excellent healthcare package for you and your family

· Savings and Investment – 401(k) match

· Unlimited Paid Time Off

· Paid Parental Leave

· Online Legal Services (Rocket Lawyer)

· Financial Planning Services (Origin)

· Discounted Pet Insurance (Embrace Pet Insurance)

· Corporate Benefit Program (Working Advantage). 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 +1 (877) 842-7276 with your request and contact information.

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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Director, Customer Success - AMERS

Impact You Will Make in the Role:

What You Will Bring:

Preferred Qualifications

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