Customer Success Manager – Key Role at SugarAI

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.

Where You Fit In As a Customer Success Manager, you will be responsible for overseeing the relationship and strategic management of some of our most significant mid-market accounts.

In this role, you will serve as the primary point of contact for our customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities.

You will be integral to driving both customer retention and growth within your accounts, applying a consultative approach to help clients achieve maximum value from our platform. **We are prioritizing candidates who are in the Central Timezone** Impact You Will Make in the Role:

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.

Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks.

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.

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.

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.

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.

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.

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.

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.

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.

Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude.

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.

Preferred Qualifications Located in Central Time Zone 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.

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.

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