Director of Account Management

About the Role

As Director, Account Management (or Director, Customer Success), you'll spearhead our customer-centric approach to help our Americas customers achieve measurable outcomes and long-term value with SugarCRM. Your role goes beyond traditional management; it's about cultivating a culture of excellence within your team. In this pivotal position, you will lead a team of Customer Success Managers to develop customer advocates, foster deep customer relationships and drive customer value through adoption and expansion motions.

Responsibilities

• Lead, mentor, inspire and develop a team of Customer Success Managers (North America), providing guidance, training, and support to foster a customer-centric culture and drive performance excellence.
• Drive the process of regular business reviews within your customer tier, creating repeatable techniques that span high-medium-low touch engagement with customers based on their needs.
• Support CSMs in managing customer accounts, establish strong relationships with stakeholders, and act as the first point of escalation for critical customer issues.
• Strategize and implement initiatives for enhancing customer retention and precision selling adoption.
• Establish and enforce a structured risk identification framework, including early-warning indicators and mitigation plans at least two quarters in advance of renewal.
• Coach and enable CSMs to operate as revenue stewards, ensuring commercial conversations occur well in advance of renewal events and help support expansion conversations that drive both customer value and SugarCRM revenue.
• Collaborate with your CSMs, Professional Services, Support and Marketing teams to identify and drive growth opportunities within your customer base to hit annual growth targets.
• Partner closely with Sales and CS leadership to ensure growth and renewal forecast alignment, transparency, and executive visibility of risks, changes and opportunities.
• Track and rigorously monitor core Customer Success metrics — 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.
• Maintain disciplined CRM hygiene and forecast documentation standards across the team.
• Develop deep product knowledge, stay informed about product updates, features, and capabilities, and effectively communicate value propositions to the CSM team and customers to drive product adoption and usage.

Requirements

• 8+ years of customer success or account management experience and at least 3+ years of people management experience.
• In-depth understanding of CRM software and the B2B SaaS industry.
• Demonstrated ownership of a renewal forecast exceeding $13M and growth forecast exceeding $2.5M million ARR.
• Experience driving continuous improvement initiatives, implementing best practices, leveraging customer feedback, and advocating for product enhancements or operational improvements to enhance the overall customer experience and maximize customer success outcomes.
• Demonstrative success monitoring and analyzing customer health metrics, usage patterns, and feedback to identify trends, proactively address potential issues, and develop strategies to enhance customer satisfaction and loyalty.
• Experience generating reports, dashboards, and insights on customer success metrics, retention rates, renewal forecasts, and revenue growth to inform decision-making, measure performance, and optimize customer success initiatives