Principal Customer Success Manager
About SugarCRM
From the very beginning, SugarCRM had a unique vision: to offer a different kind of customer relationship management (CRM) software. We pioneered a solution that easily adapts to customer needs, and now, more than two decades later, we’re on a mission to help sales teams reach their highest potential. Our diverse team around the world shares a passion for helping customers succeed. Together, we’re building a culture that values personal and professional growth—and we’re proud to be recognized as a Great Place to Work. We care about work/life balance and flexibility for our employees, and we’re proud of how we show up for our customers every day.
If you’re looking to level up your career and help businesses grow better and faster, you’re in the right place. Learn more about SugarCRM careers and how you can be part of our journey.
Where You Fit In
As a Principal Customer Success Manager (Global Account Director), you will be responsible for overseeing the relationship and strategic management of some of our largest and most significant global accounts. Your goal will be to ensure the satisfaction, retention, and expansion of these accounts across multiple countries. The ideal candidate will possess a strong understanding of global business practices, be an expert communicator, and have the ability to navigate complex organizational structures in a multi-cultural environment.
Impact You Will Make in the Role:
- 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.
What You Will Bring:
- 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.