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The Role
As a Customer Success Manager, you will oversee significant mid-market accounts, managing client relationships, driving retention, and maximizing growth through upselling and advocacy while collaborating with cross-functional teams.
Summary Generated by Built In
About SugarAI
SugarAI is redefining CRM for the age of AI.
We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.
More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.
Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.
If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes—we’d love to meet you.
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.
**We are prioritizing candidates who are in the Central Timezone**
Impact You Will Make in the Role:
- Customer Relationship Management: Build and maintain strong relationships with key stakeholders within client accounts. Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization.
- Account Ownership & Renewals: Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks.
- Growth Opportunities: Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions.
- Data-Driven Decision Making: Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability.
- Collaboration & Networking: Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. Identify new contacts and departments within existing accounts to expand product adoption and customer footprint.
- Customer Advocacy: Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.
What You Will Bring:
- Proven Track Record: 4-7 years of experience in customer success, account management, or client-facing sales roles with direct responsibility for renewals, retention, and expansion within a SaaS B2B environment.
- Customer-Centric Mindset: Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions. Comfort working in a consultative manner to advise on business process improvements through technology, a deep understanding of customer pain points, and the ability to navigate complex client relationships.
- Revenue Growth Expertise: Success in identifying upsell and cross-sell opportunities, with a clear understanding of how to leverage customer relationships to drive revenue growth and meet KPIs.
- Communication Excellence: Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. You should be clear, concise, and persuasive in your approach.
- Resilience & Motivation: Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude.
- Team Collaboration: You excel in team settings, working cross-functionally to ensure clients receive a seamless experience. You contribute to the broader team success and offer insight into best practices for customer engagement.
Preferred Qualifications
- Located in Central Time Zone
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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Skills Required
- 4-7 years of experience in customer success, account management, or client-facing sales roles
- Direct responsibility for renewals, retention, and expansion
- Proven ability to build lasting client relationships
- Success in identifying upsell and cross-sell opportunities
- Effective communication skills across all organizational levels
SugarAI Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SugarAI and has not been reviewed or approved by SugarAI.
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Fair & Transparent Compensation — Pay is often characterized as fair for the role, with multiple statements describing compensation as good or reasonable. Compensation is also framed as competitive for certain technical and senior positions, suggesting stronger alignment with expectations in those segments.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical, dental, vision, life, disability, FSA/HSA options, and mental health support. Benefits are sometimes characterized as “amazing,” indicating that healthcare and related coverage can be a standout component of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears in the form of mental health programs and wellness-related reimbursements or stipends. Flexibility-related perks (such as remote work support and home-office/tech stipends in some descriptions) further add to the perceived lifestyle value of the overall rewards package.
SugarAI Insights
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The Company
What We Do
SugarAI provides software that helps revenue teams manage and grow their customer accounts with greater visibility and control. Our Precision Selling platform delivers account-level insights that highlight risk, uncover expansion opportunities, and guide sellers toward clear next steps. Used by thousands of companies in more than 120 countries, SugarAI supports organizations operating in complex, relationship-driven sales environments.
Why Work With Us
Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.
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