Lead global customer success strategies, ensuring measurable outcomes, improve retention, and mentor the success team while utilizing data-driven insights for growth.
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:
At SugarCRM, we’re on a mission to redefine how companies drive growth and customer loyalty through Precision Selling — leveraging data, automation, and AI to help customers make every interaction count. As our Vice President, Global Customer Success, you will lead the vision, strategy, and execution of a world-class Customer Success organization that ensures our customers achieve measurable outcomes and long-term value.
You’ll develop and scale global CS strategies, frameworks, and best practices that strengthen adoption, improve Gross Revenue Retention (GRR), and uncover opportunities for expansion across our diverse customer base. This role combines strategic leadership with operational rigor — uniting digital programs, lifecycle playbooks, and customer insights to drive predictable, repeatable success at scale.
Impact You Will Make in the Role (Key Responsibilities):
- Strategic & Customer
- Provide strategic leadership for the Global Customer Success organization
- Develop scalable engagement programs and digital touchpoints (in-app, automated, and campaign-driven) that promote best-practice adoption, strengthen product usage, and improve customer satisfaction and retention
- Design and implement tactical playbooks and enablement tools that equip CSMs to proactively manage customer outcomes, lead commercial and renewal discussions, and execute proven best-practice plays that drive retention and growth
- Act as a senior-level escalation point for critical customer issues
- Collaborate with Sales teams to identify global growth opportunities within the customer base
- Share data-driven feedback with Product teams about critical capabilities and enhancements that will drive future growth, informing the product roadmap
- Team
- Manage and mentor the Customer Success team that spans multiple regions and, where appropriate, work with the partner channel
- Foster a culture of ownership where every CSM operates as the CEO of their accounts — using feedback as fuel to continuously improve, keeping customers at the center of every decision, and driving scalable, future-ready success
- Motivate the team. Keep them passionate about their work
- Continually enhance and develop the team. Deal with poor performance and build a culture of continuous improvement
- Metrics, Process and Process
- Track and rigorously monitor core Customer Success metrics — including Gross Revenue Retention (GRR), 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
- Make innovative use of technology to drive efficiency and effectiveness
What You Will Bring (Qualifications/Experience):
- Your bachelor's degree, coupled with 15+ years of CRM-centric customer success or account management experience on a global scale, establishes you as an exceptional leader.
- Your proven track record in achieving global customer success objectives, coupled with your in-depth knowledge of selling software and the SaaS industry, positions you to steer our Global Customer Success team toward SugarCRM advocacy and excellence.
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
AI
Automation
CRM
SaaS
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