The Customer Success Manager will manage key mid-market accounts, focusing on customer relationship management, account ownership, and driving growth through renewals and upselling, while collaborating across teams to enhance customer experience.
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.
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.
**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:
- Serve as the primary point of contact for a portfolio of mid-market and enterprise customers, ensuring their long-term satisfaction and success with SugarCRM solutions.
- Drive customer adoption and engagement through onboarding, training, and proactive success planning.
- Own the entire post-sale lifecycle, including renewals, retention, and identifying growth opportunities such as upsell and cross-sell initiatives.
- Use data-driven insights to track account health, identify risks, and execute proactive mitigation strategies.
- Collaborate cross-functionally with Sales, Product, Support, and Professional Services to deliver exceptional customer experience.
- Advocate for customers internally, influencing product enhancements and service improvements based on customer feedback.
- Maintain a strong understanding of SugarCRM products, industry trends, and best practices to guide customers effectively.
What You Will Bring:
- 4–6 years of experience in Customer Success, Account Management, or similar client-facing roles within a SaaS or B2B technology environment.
- Proven track record of managing customer portfolios, achieving retention and growth goals, and building trusted relationships at all levels.
- Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
- Excellent communication and presentation abilities—confident working with both technical and executive stakeholders.
- Demonstrated success in identifying and driving upsell and cross-sell opportunities.
- A customer-first mindset, with a passion for delivering value and helping clients succeed.
- Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities effectively.
Preferred Qualifications
- Experience with CRM, CX, or marketing automation platforms.
- Background in managing enterprise or strategic accounts within a SaaS environment.
- Familiarity with Salesforce, Gainsight, or other customer success tools.
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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