客户管理负责人
Director, Account Management
关于SugarAI
SugarAI正在重新定义人工智能时代的CRM。
我们正在实现CRM最初的承诺——将分散的客户和收入信号转化为清晰、优先的行动。我们不提供更多的仪表盘或表面见解，而是帮助团队专注于最重要的事情，并确切知道下一步该做什么。
在我们成立二十多年后，我们正以清晰的方向和势头进入新的篇章——构建智能、直观的解决方案，这些方案能融入团队实际销售和服务的流程中。我们专注于解决复杂的真实世界挑战，其中关系、上下文和精准性是关键。
我们的全球团队由共同致力于产生影响、承担责任和持续成长的信念所团结。我们创造了一个环境，让有深度的想法快速推进，人们被信任去领导，并且灵活性支持优秀工作的完成。
如果你对塑造AI驱动的CRM的未来充满热情，并且希望构建能带来真实成果的技术，我们期待与你见面。
职位简介
作为客户管理总监（或客户成功总监），你将引领我们以客户为中心的方法，帮助我们的美洲客户通过SugarCRM实现可衡量的结果和长期价值。你的角色超越传统的管理；这是关于在你的团队中培养卓越的文化。在这个关键职位上，你将带领客户成功经理团队，发展客户代言人，培养深厚的客户关系，并通过采用和扩展策略来推动客户价值。
你在该职位上将产生的影响：
- 领导、指导、激励和发展客户成功经理团队（北美地区），提供指导、培训和支持，以培养以客户为中心的文化并推动绩效卓越。
- 在你的客户层级内推动定期业务审查流程，创建可重复的技术方法，根据客户需求覆盖高、中、低频互动。支持CSM管理客户账户，建立与利益相关者的良好关系，并作为关键客户问题的第一处理人。制定并实施提升客户留存率和精准销售采用率的计划。
- 建立并执行结构化的风险识别框架，包括至少在续约前两个季度的预警指标和缓解计划。
- 指导并赋能CSM作为收入管理者，确保他们能够有效运作，推动客户价值最大化。
查看英文原文
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.
About the Role
As the Director, Account Management (or 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.
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 $ 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.
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Originally posted on Himalayas