Customer Success Director

SugarCRM - Denver, CO3.8

#LifeIsSweet at SugarCRM

The people. The passion. The success. You will frequently see Sugas huddled around a desk or whiteboard collaborating, cranking out ideas, or solving the latest industry problem. Are you ready to play a key role in influencing how companies create extraordinary relationships with their customers? We’d love to hear your ideas! We’re going places… join us for the ride, experience sweet success and show us your passion.


In this newly created role it is your responsibility to drive license revenue retention and add-on growth through adoption and other success activities across your enterprise customers in the field. You are comfortable at consulting and negotiating with C-level executives and can quickly develop a deep understanding of the customer’s business objectives. Key to this role is being able to articulate value, inspire and promote the vision of SugarCRM to encourage adoption and expansion. As a trusted advisor and coach, you will determine how SugarCRM’s product can be effectively applied to support the achievement of the customer’s strategic business goals.

Building and maintaining strong relationships with multiple contacts (Sales, Channel, Services, Marketing and Product Management) across your customers (including executives) comes naturally to you. You will bring strong CRM functional expertise, expertise in business application deployments, as well as strong account management expertise.

Summary of Responsibilities:
Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their SugarCRM solution to be realized
Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Own and manage all renewal activities to execute a timely and profitable contract renewal
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Be an expert on CRM best practices, usage and adoption
Serve as a coach and trusted advisor to SugarCRM customers
Demonstrate expertise in the Sugar product, CRM market knowledge, enterprise software knowledge
Be able to effectively assemble and leverage a cross-functional team including using Technical Account Managers, Professional Services, Support, Sales reps and Sales Consultants, as well as business partner and customer personnel. Effectively work across a large complex team and be able to navigate the politics and agendas of each.
Be able to drive C-level Account Reviews and Innovation Showcase / sales cycles with large, complex enterprise accounts and coordinate C-level, VP and other participants across SugarCRM, business partner and customer and drive at least 6 Account Reviews / Innovation Showcases per year
Meet and exceed Net Retention targets for assigned accounts
Be an expert on Customer Success best practices including for onboarding, implementation, user adoption, account management and renewals
Preferred: Spanish language proficiency in addition to English
Account Support

Support enterprise named customer accounts in the field, including high complexity and strategic global accounts
Collaborate and partner closely with the VARs and/or services partners aligned to the named accounts territory
Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation, and problem solving
Monitor churn risk and proactively engages to reduce churn within named accounts territory
Proactively identify trends within named accounts territory and methods to improve customer experience
Onboard large new logos
Leads Quarterly Business Reviews with named accounts, owns materials, agenda, and follow-ups
Please note: This is an individual contributor role

7+ years relevant account management experience in the CRM industry or related SaaS enterprise software products
Understanding of how CRM drives business value and ROI
Ability to navigate complex customer organizations effectively
Experience delivering highly effective executive-level presentations
Flexibility to travel 30%+ as required
Location: Raleigh, N.C. or other locations as advertised

We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

Benefits and Perks:
Beyond a stellar work environment, friendly people, and inspiring, innovative work, we have some great benefits and perks:

Competitive salaries
Excellent medical, dental and vision coverage for you and your family, along with other benefit plans like 401(k) match
Generous paid time off policy
Health/Wellness: Quarterly chair massages, Wellness Reimbursement, and Workforce Fitness Program
Career & Personal Development Program - multi-platform
Ownership is the great self-identity at SugarCRM - you are making an impact now
We are a merit-based company - many opportunities to learn, excel, and grow your career
Learn more on Linkedin and Twitter @LifeAtSugar

Note to Recruiters and Placement Agencies: SugarCRM does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any SugarCRM employee. SugarCRM will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of SugarCRM and will be processed accordingly.