VP, Global Customer Success at SugarCRM

Denver, Colorado, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

CRM, SaaS, TechnologyIndustries

Requirements

Bachelor's degree
15+ years of CRM-centric customer success or account management experience on a global scale
Proven track record as an exceptional leader (implied from experience)

Responsibilities

Provide strategic leadership for the Global Customer Success organization
Develop scalable engagement programs and digital touchpoints (in-app, automated, and campaign-driven) that promote best-practice adoption, strengthen product usage, and improve customer satisfaction and retention
Design and implement tactical playbooks and enablement tools that equip CSMs to proactively manage customer outcomes, lead commercial and renewal discussions, and execute proven best-practice plays that drive retention and growth
Act as a senior-level escalation point for critical customer issues
Collaborate with Sales teams to identify global growth opportunities within the customer base
Share data-driven feedback with Product teams about critical capabilities and enhancements that will drive future growth, informing the product roadmap
Manage and mentor the Customer Success team that spans multiple regions and, where appropriate, work with the partner channel
Foster a culture of ownership where every CSM operates as the CEO of their accounts—using feedback as fuel to continuously improve, keeping customers at the center of every decision, and driving scalable, future-ready success
Motivate the team and keep them passionate about their work
Continually enhance and develop the team, deal with poor performance, and build a culture of continuous improvement
Track and rigorously monitor core Customer Success metrics—including Gross Revenue Retention (GRR), renewal rate, growth rate, customer health, and sentiment—using both leading and lagging indicators to identify trends early, drive proactive action, and eliminate surprises in customer attrition
Make innovative use of technology to drive efficiency and effectiveness

Skills

Customer Success

Strategic Leadership

Customer Retention

Gross Revenue Retention

Customer Engagement

Lifecycle Management

Customer Insights

Adoption Strategies

Expansion Strategies

Automation

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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