Customer Success Manager - Key

SugarAI is redefining CRM for the age of AI, focusing on delivering intelligent solutions that enhance customer engagement. As a Customer Success Manager, you will oversee key mid-market accounts, ensuring customer satisfaction and driving retention and growth through strategic management and consultative support.

Responsibilities:

• 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
• Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks
• Identify and execute on opportunities for upselling and cross-selling across existing client portfolios
• 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
• 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
• 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

Requirements:

• 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
• Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions
• 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
• Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing
• Demonstrated ability to thrive in a dynamic environment, managing multiple priorities and consistently delivering results while maintaining a positive, proactive attitude
• You excel in team settings, working cross-functionally to ensure clients receive a seamless experience
• Located in Central Time Zone