Customer Success Manager - Key

Who you are

You have a proven track record in customer success management, ideally with experience in CRM solutions. You understand the importance of customer relationships and are skilled at building trust and rapport with clients. You are adept at identifying customer needs and providing tailored solutions to enhance their experience with the product. Your consultative approach allows you to guide clients through onboarding and ensure they derive maximum value from the platform. You are proactive in seeking upsell and cross-sell opportunities, contributing to the overall growth of the accounts you manage.

You thrive in a collaborative environment and enjoy working closely with cross-functional teams, including sales and product development, to advocate for customer needs. You possess excellent communication skills, enabling you to articulate complex concepts clearly and effectively to diverse audiences. You are passionate about helping customers succeed and are committed to their long-term satisfaction.

Desirable

Experience in a technology or SaaS environment is a plus, as is familiarity with sales processes and customer engagement strategies. A background in data analysis can also be beneficial, as it allows you to leverage insights to drive customer success initiatives.

What you'll do

In this role, you will be the primary point of contact for your assigned customers, guiding them through the onboarding process and ensuring they are set up for success. You will conduct regular check-ins to assess customer satisfaction and identify any potential issues before they escalate. Your goal is to foster strong relationships that lead to high retention rates and customer loyalty.

You will work closely with the sales team to identify opportunities for upselling and cross-selling additional products or services that align with customer needs. By understanding the unique challenges faced by each client, you will be able to recommend solutions that enhance their experience and drive value.

You will also collaborate with the product team to relay customer feedback and insights, helping to shape future product developments. Your role will involve analyzing customer usage data to identify trends and areas for improvement, ensuring that clients are fully utilizing the features available to them.

Additionally, you will develop and deliver training sessions and resources to help customers maximize their use of the platform. You will be responsible for tracking customer success metrics and reporting on progress to internal stakeholders, ensuring alignment with company goals.

What we offer

At SugarCRM, we value work/life balance and offer a flexible working environment. You will be part of a diverse team that is committed to personal and professional growth. We provide opportunities for continuous learning and development, ensuring that you have the tools and resources needed to succeed in your role. Our culture is built on collaboration and support, and we encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to help sales teams reach their highest potential.