Customer Success Manager - Key

SugarAI

6d•$70,000 - $90,000•Remote

About The Position

SugarAI is hiring a Customer Success Manager to own post-sale relationships and outcomes for key client accounts. The role serves as a trusted advisor, helping customers get value from SugarAI’s CX platform while supporting satisfaction, retention, renewals, and account growth. The manager uses customer data and adoption metrics to monitor account health, address risks, and identify opportunities to expand product use. This role also represents the customer internally and collaborates with sales, product, support, and marketing teams to improve customer outcomes and inform product and marketing direction. SugarAI describes itself as a global company focused on AI-driven CRM, impact, ownership, continuous growth, and flexibility. The company uses AI tools to support recruiting activities such as scheduling, candidate search, and prioritization; hiring decisions are made by people.

Requirements

4–7 years of experience in customer success, account management, or client-facing sales roles.
Direct responsibility for renewals, retention, and expansion in a B2B SaaS environment.
Ability to build long-term client relationships, anticipate customer needs, and provide value-added solutions.
Consultative approach to advising on business process improvements through technology; understanding of customer pain points and ability to navigate complex client relationships.
Experience identifying upsell and cross-sell opportunities and using customer relationships to drive revenue growth and meet KPIs.
Strong verbal and written communication skills, including the ability to communicate clearly and persuasively with C-suite executives.
Ability to manage multiple priorities and deliver results in a dynamic environment with a positive, proactive attitude.
Ability to collaborate cross-functionally and contribute to team success and customer-engagement best practices.

Responsibilities

Build and maintain relationships with key stakeholders in client accounts, acting as a trusted advisor on the use of the CX platform.
Own the post-sale lifecycle for assigned accounts, including timely contract renewals, retention strategies, and churn-risk mitigation.
Identify and execute upsell and cross-sell opportunities across existing client portfolios.
Use client data and analytics to track account health, adoption, usage patterns, and other success metrics; address potential challenges and improve renewal probability.
Collaborate with sales, product, and support teams to meet customer needs and deliver service.
Identify additional contacts and departments within existing accounts to expand product adoption and customer footprint.
Represent the voice of the customer by gathering feedback and communicating customer needs and insights to product, sales, and marketing teams.

Benefits

Excellent healthcare package for the employee and family.
401(k) match.
Unlimited paid time off.
Paid parental leave.
Online legal services through Rocket Lawyer.
Financial planning services through Origin.
Discounted pet insurance through Embrace Pet Insurance.
Corporate benefits program with travel, entertainment, and other discounts through Working Advantage.
Health and wellness reimbursement program.
Travel discounts.
Career and personal development program and educational resources.
Employee referral bonus program.
Opportunities to learn, excel, and grow a career.