Director, Account Management

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.

8+ years of customer success or account management experience and at least 3+ years of people management experience