The Director of Customer Success will lead a team to enhance customer relationships, drive value, and support revenue growth through strategic management and insights. Key responsibilities include mentoring CSMs, overseeing customer engagement, and optimizing success metrics.
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.
#LI-Hybrid
Top Skills
B2B Saas
Crm Software
SugarCRM Denver, Colorado, USA Office
Denver, CO, United States
Similar Jobs
Information Technology • Sales • Security • Cybersecurity • Automation
The Director of Customer Success will lead a team focused on strategic accounts, enhancing customer relationships, driving product adoption, and ensuring customers achieve value from Silverfort's identity security solutions.
Hardware • Information Technology • Other • Software • Analytics
As the Director of Customer Success, you'll lead a team dedicated to enhancing customer integration with the platform, ensuring retention and proactive engagement.
Top Skills:
ChurnzeroGainsightSalesforceTotango
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Design, lead, and evolve the Channel Integrity Program to manage risks related to bribery, corruption, and fraud, utilizing predictive analytics and compliance strategies.
Top Skills:
AIData ScienceMachine LearningSalesforce
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
