Principal Customer Success Manager

November 21

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SugarCRM

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SaaS • Enterprise • B2B

SugarCRM is a leading provider of customer relationship management (CRM) software that caters to B2B manufacturers and other industries. The company offers solutions designed to streamline complex sales cycles and improve customer service through advanced automation and AI-powered insights. SugarCRM provides a unified view of customer data, helping businesses enhance their decision-making processes and predict sales performance. Their platform supports integrations with modern and legacy systems, accommodating various business needs. SugarCRM also delivers services in marketing automation and revenue intelligence, making it a comprehensive CRM choice for businesses seeking to improve productivity and customer engagement.

501 - 1000 employees

Founded 2004

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 Private Equity Round on 2018-08

📋 Description

• Strategic Account Management: Develop and maintain strategic relationships with key stakeholders within large global accounts. Understand their business goals, processes, and challenges to align our services with their strategic needs. • Global Coordination: Work closely with Sugar teams across different regions to ensure a unified approach to account management. Tailor strategies to accommodate regional differences in business practices, culture, and regulatory environments. • 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. • Cross-Functional Collaboration: Collaborate throughout Sugar to ensure account renewals and expansions are executed seamlessly. Partner with marketing and product teams to help create and refine offerings that meet the diverse needs of global customers. • Performance Metrics and Reporting: Track and analyze key account metrics across regions. Prepare and deliver comprehensive reports detailing account status, risks, and opportunities to executive leadership. • Issue Resolution: Serve as the escalation point for resolving any issues or challenges faced by customers. Ensure prompt and effective resolution to maintain customer trust and satisfaction.

🎯 Requirements

• 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a role managing large, global accounts. • Strong understanding of global market dynamics and cultural sensitivities. • Exceptional communication and interpersonal skills. • Proven track record of successfully managing large, complex customer accounts. • High level of strategic thinking and analytical skills.

🏖️ Benefits

• 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!