Customer Success Manager - Key

About SugarCRM

From the very beginning, Sugar

CRM 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 Sugar

CRM careers and how you can be part of our journey.

Sugar

CRM is seeking an experienced Customer Success Manager (CSM) to join our growing team. In this role, you will serve as the primary point of contact for our customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities. You will be integral to driving both customer retention and growth within your accounts, applying a consultative approach to help clients achieve maximum value from our platform.

This role operates on a hybrid model, with a mix of remote work and in-office collaboration at our Sydney location, specifically, working in-office a minimum of 2 days per week.

• Customer Relationship Management
  :
  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.
• Account Ownership & Renewals
  :
  Own the entire post-sale lifecycle for assigned accounts (45-60), including ensuring timely contract renewals, driving 90%+ retention strategies, and mitigating churn risks.
• Growth Opportunities
  :
  Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions.
• Data-driven decision-making
  :
  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.
• Collaboration & Networking: 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.
• Client Advocacy
  :
  Ensure that clients' voice is heard within Sugar
  
  CRM, advocating for their needs and facilitating internal efforts to deliver on promises and enhance the customer experience.

• Proven Track Record
  : 4-6 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.
• Customer-Centric Mindset
  :
  Demonstrated ability to build long-lasting relationships with clients, anticipating needs and providing value-added solutions. Comfort working in a consultative manner to advise on business process improvements through technology, a deep understanding of customer pain points, and the ability to navigate complex client relationships.
• Revenue Growth Expertise
  :
  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.
• Data-Driven Approach
  :
  Strong analytical skills, with the ability to interpret client data and business metrics to identify patterns, diagnose issues, and create action plans for account growth or retention.
• Communication Excellence
  :
  Ability to communicate effectively across all levels of an organization, including C-suite executives, both verbally and in writing. You should be clear,…