Director, Customer Success - AMERS

About SugarCRM

From the very beginning, Sugar

CRM 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 Sugar

CRM careers and how you can be part of our journey.

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 Sugar

CRM. 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.

• 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, establishing 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 Sugar
  
  CRM 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.

• 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…