Head of Account Management (Remote)

SugarAI is redefining CRM for the age of AI.

We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.

More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.

If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes,we’d love to meet you.

As the 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; 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.

This role operates on a hybrid model, with a mix of remote work and in‑office collaboration at our Denver, CO location, specifically, working in‑office a minimum of 3 days per week.

Lead, mentor, inspire and develop a team of Customer Success Managers (North America), providing guidance, training, and support to foster a customer‑centric culture anddrive performanceexcellence.

Drive theprocess of regular business reviews withinyourcustomertier, creatingrepeatabletechniques that span high-medium-low touch engagement with customers based on their needs.Support CSMs inmanagingcustomer accounts,establishstrong relationships with stakeholders, andactas thefirstpoint of escalation for critical customer issues. Strategize and implement initiatives for enhancing customer retention andprecision sellingadoption.

Coach and enable CSMs tooperateas revenue stewards, ensuring commercial conversations occur well in advance of renewal eventsand help support expansion conversations that drive both customer value and SugarCRM revenue.

Partner closely with Sales andCS leadershipto ensuregrowth and renewalforecast alignment, transparency, and executive visibilityof risks,changesand opportunities

Track and rigorouslymonitorcore Customer Success metrics —renewal rate, growth rate, customer health, and sentiment — using both leading and lagging indicators toidentifytrends early, drive proactive action, andeliminatesurprises 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 andat least3+ years of people management experience

In-depth understanding of CRM software and the B2B SaaS industry

Experience driving continuous improvement initiatives, implementing best practices,leveragingcustomer 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 toidentifytrends, 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, andoptimizecustomer success initiatives

Bachelor's degree in Business, Marketing, or a related field

CRM/ERP/Marketing Automaton-centric customer success or account management experience

$We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Savings and Investment - 401(k) match

Online Legal Services (Rocket Lawyer)

Financial Planning Services (Origin)

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!

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