Principal Customer Success Manager at SugarCRM

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, CRMIndustries

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

Responsibilities

Develop and maintain strategic relationships with key stakeholders within large global accounts, understanding their business goals, processes, and challenges to align services with their strategic needs
Work closely with Sugar teams across different regions to ensure a unified approach to account management, tailoring strategies to accommodate regional differences in business practices, culture, and regulatory environments
Act as the voice of the customer within the company, gathering feedback and communicating customer needs and insights across product, sales, and marketing teams to guide product development and marketing strategies
Collaborate across Sugar to ensure account renewals and expansions are executed seamlessly, partnering with marketing and product teams to create and refine offerings that meet the diverse needs of global customers
Track and analyze key account metrics across regions, preparing and delivering comprehensive reports detailing account status, risks, and opportunities to executive leadership
Serve as the escalation point for resolving any issues or challenges faced by customers, ensuring prompt and effective resolution to maintain customer trust and satisfaction

Skills

Key technologies and capabilities for this role

Strategic Account ManagementGlobal Account ManagementStakeholder ManagementCustomer SuccessCross-Regional CoordinationCRMBusiness AcumenMulti-Cultural Communication

Questions & Answers

Common questions about this position

What experience is required for the Principal Customer Success Manager role?

Candidates need 7+ years of experience in customer success, account management, or a related field, with a strong understanding of global business practices, expert communication skills, and the ability to navigate complex organizational structures in a multi-cultural environment.

What does the company culture at SugarCRM look like?

SugarCRM values personal and professional growth, work/life balance, and flexibility for employees, with a diverse global team passionate about helping customers succeed, and is recognized as a Great Place to Work.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Principal Customer Success Manager position?

A strong candidate will have 7+ years in customer success or account management, expertise in global business and multi-cultural environments, and skills in strategic relationship building, cross-functional collaboration, and issue resolution for large global accounts.

SugarCRM

CRM software for customer relationship management

About SugarCRM

SugarCRM provides a suite of tools for Customer Relationship Management (CRM) aimed at helping businesses foster strong customer relationships. Its main product is a CRM platform that combines customer data, sales, marketing, and service functions into one system. This platform automates customer interactions and offers businesses a detailed view of their customers, allowing them to anticipate needs and provide personalized experiences. SugarCRM also offers specialized solutions like Sugar Market for marketing automation and Sugar Enterprise for customizable applications, which help businesses manage leads and improve customer satisfaction. Operating on a subscription model, SugarCRM ensures ongoing revenue and regular software updates, while also offering training and support to help clients maximize their use of the platform. The goal of SugarCRM is to empower businesses to enhance their customer experience through intelligent automation and data insights.

Cupertino, CaliforniaHeadquarters

2004Year Founded

$135.4MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Company Match

401(k) Retirement Plan

Unlimited Paid Time Off

Paid Parental Leave

Employee Referral Bonus

Risks

Increased competition from AI-driven CRM solutions like Salesforce's Einstein GPT.

Rising data privacy regulations could increase compliance costs for SugarCRM.

Subscription fatigue may impact SugarCRM's recurring revenue model.

Differentiation

SugarCRM offers a highly customizable CRM platform for diverse business needs.

The company integrates advanced analytics and automation for personalized customer experiences.

SugarCRM's platform supports seamless integration with other business tools and systems.

Upsides

SugarCRM's new GenAI capabilities promise to enhance productivity for midmarket businesses.

The company has been recognized as a leader in the CRM industry by multiple awards.

Growing demand for cloud-based CRM solutions aligns with SugarCRM's subscription model.

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