Lead and manage a team of Customer Success Managers in delivering a digital-first, metrics-driven customer success program, focused on adoption and retention.
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 leader of SugarCRM’s Core Customer program, a high-volume customer segment that represents the majority of our customer base, you will design and lead digital-first programs that deliver measurable adoption, retention, and growth outcomes. These customers are at the heart of SugarCRM’s business, and this role ensures they benefit from scalable, impactful experiences throughout their lifecycle.
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:
- Lead and manage a team of Customer Success Managers (CSMs) focused on delivering a digital-first, metrics-driven customer success program for our Core customer segment.
- Design, implement, and continuously improve scalable programs across the customer lifecycle, including guided onboarding journeys, renewal campaigns, and adoption campaigns.
- Drive accountability for both team performance and program performance through clear metrics, reporting, and continuous optimization.
- Develop playbooks, standard operating procedures (SOPs), and frameworks that enable the team to deliver consistent, repeatable, and measurable customer outcomes.
- Measure and report on key customer success outcomes—including adoption, retention, efficiency, and revenue metrics—using data to inform decisions and improve customer experiences.
- Leverage data and automation tools (including AI-enabled solutions) to maximize efficiency and scale, while ensuring customer journey touchpoints are high-impact.
- Partner cross-functionally with Sales (renewal and expansion), Marketing (customer campaigns and advocacy), Product (feedback and adoption alignment), and Support (case and escalation patterns) to align programs with business goals.
- Apply a customer journey and adoption mindset to program design, ensuring initiatives directly influence retention, growth, and long-term customer success.
What You Will Bring:
- 5-7 years of experience in Customer Success, Program Management, or a related SaaS leadership role, including 1–3 years of people management experience.
- Strong track record of building and scaling metrics-driven, programmatic CS initiatives (digital-first, automation, adoption and renewal campaigns).
- Demonstrated ability to attract, develop, and retain a high-performing team, driving a culture of accountability and operational excellence.
- Fluency with key SaaS and CS metrics, including adoption, efficiency, GRR, and NRR.
- Analytical and process-minded leader, with experience developing playbooks, SOPs, and frameworks that drive measurable results.
- Strong technical aptitude and familiarity with automation, AI tools, and CRM systems, enabling data-driven decisions and scalable execution.
- Ability to balance strategic thinking with operational execution — an “operator” who can design and optimize programs rather than focusing solely on individual customer relationships.
- Ability to collaborate effectively across diverse teams and communicate clearly and influence stakeholders, while maintaining a strong customer-centric mindset.
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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