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SugarCRM · 1 month ago

VP, Global Customer Success

Denver, CO

Full-time

Hybrid

Director/Executive

$80K/yr - $280K/yr

15+ years exp

SugarCRM is a company dedicated to redefining customer relationship management through innovative solutions. As the Vice President of Global Customer Success, you will lead the strategy and execution of a world-class Customer Success organization, ensuring customers achieve measurable outcomes and long-term value. This role involves developing scalable strategies and collaborating with various teams to drive customer satisfaction and retention.

Cloud ComputingCommunitiesConsultingCRMEnterprise SoftwareLead ManagementProduct ManagementSoftwareTraining

Work & Life Balance

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. 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

Qualification

CRM experienceCustomer Success leadershipSaaS industry knowledgeGlobal account managementData-driven decision makingContinuous improvementTeam managementMentoringCollaboration

Required

Your bachelor's degree, coupled with 15+ years of CRM-centric customer success or account management experience on a global scale, establishes you as an exceptional leader

Your proven track record in achieving global customer success objectives, coupled with your in-depth knowledge of selling software and the SaaS industry, positions you to steer our Global Customer Success team toward SugarCRM advocacy and excellence

Benefits

Excellent healthcare package for you and your family

Savings and Investment – 401(k) match

Unlimited Paid Time Off

Paid Parental Leave

Online Legal Services (Rocket Lawyer)

Financial Planning Services (Origin)

Discounted Pet Insurance (Embrace Pet Insurance)

Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public

Health and Wellness Reimbursement Program

Travel Discounts

Educational Resources - Career & Personal Development Program

Employee Referral Bonus Program

We are a merit-based company - many opportunities to learn, excel and grow your career!