SugarCRM

Customer Success Manager

• Customer Relationship Management: Build and maintain strong relationships with key stakeholders within client accounts. Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization.
• Account Ownership & Renewals: Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks.
• Growth Opportunities: Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions.
• Data-Driven Decision Making: Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability.
• Collaboration & Networking: Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. Identify new contacts and departments within existing accounts to expand product adoption and customer footprint.
• Customer Advocacy: Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.

Operations

• Lead the FinOps framework for cloud spend, providing visibility into usage, trends, and optimization opportunities across AWS and related services.
• Partner with Cloud Operations and Engineering leaders to identify and drive cost optimization initiatives while preserving performance, reliability, and scalability.
• Establish consistent operational metrics, dashboards, and reporting to improve transparency and decision-making within the CTO organization.
• Provide data-driven insights to support capacity planning, prioritization, and investment tradeoffs across engineering and cloud functions.
• Enable operational excellence by identifying process inefficiencies and supporting continuous improvement initiatives.
• Collaborate with Finance and FP&A by supplying accurate inputs related to cloud and technology operations; FP&A retains ownership of company-wide OpEx reporting and budgeting.
• Communicate complex technical and financial information clearly to technology leadership and executives.

Technology Operations Excellence Director

Financial Planning and Analysis

• Play a critical role in enabling data-driven decision-making across the business, partnering with leaders to deliver accurate forecasting and producing presentations for financial and operational reviews.
• Responsible for driving efficiency through scalable processes and automation.
• Work cross-functionally to develop dashboards, performance metrics, and financial models that connect strategic objectives to financial outcomes.
• Serve as a strategic partner to help align the finance strategy with the company’s ambitious growth goals.

FP&A Manager

Product Manager

• Define and Drive the Platform Vision: Shape the strategic direction for SugarCRM’s platform, ensuring it powers consistent, scalable experiences across all products.
• Lead and Develop the Team: Manage a team of Product Managers, providing mentorship, clear direction, and growth opportunities.
• Unify User Experiences: Deliver initiatives that bring together the end-user and admin experiences, creating a cohesive, intuitive environment.
• Advance Conversational AI and Analytics: Oversee platform capabilities that power AI-driven experiences, insights, and analytics across the product suite.
• Own Core Platform Services: Drive roadmap and execution for identity and user management, common data model, and third-party integrations.
• Collaborate and Influence: Partner across Product, Engineering, and Go-To-Market to ensure platform capabilities align with business priorities and customer value.
• Measure and Communicate Impact: Define KPIs for platform performance, adoption, and satisfaction, ensuring transparency and accountability.

Director, Platform Product Management

Accounting Manager

• Lead global revenue recognition and reporting under ASC 606, including oversight of NetSuite Advanced Revenue Management
• Support sales and deal desk during contract negotiations, advising on transaction structure, revenue implications, and contract terms
• Review sales orders and contracts to ensure accuracy of pricing, standalone selling price allocations, SKU rules, and contract data
• Own accounting for costs to obtain a contract under ASC 340-40, including capitalization, amortization, and related policies
• Lead global billing, accounts receivable, collections, and credit functions, managing a remote and distributed team
• Manage timely and accurate invoicing in NetSuite, including appropriate application of sales tax, VAT, and withholding tax in coordination with the Tax team
• Oversee monthly close activities for revenue, deferred revenue, contract costs, and AR, including reconciliations and flux analysis
• Drive continuous improvement of revenue and AR processes to support scale and growth
• Maintain and document revenue recognition, contract cost, and AR accounting policies and internal controls
• Ensure compliance with SOX requirements, GAAP reporting standards, and audit expectations
• Serve as a key point of contact for internal and external auditors, supporting timely completion of audit requests
• Lead cross functional initiatives, system enhancements, and special projects related to quote to cash processes

Senior Manager, Revenue Accounting

• Execute on Platform Vision: Translate the platform strategy into actionable roadmaps and deliverables that support consistent, scalable experiences across SugarCRM products.
• Drive Key Initiatives: Lead projects that unify user and admin experiences, enhance extensibility, and enable integrations across the ecosystem.
• Advance Conversational AI and Analytics: Partner with cross-functional teams to deliver platform capabilities that power AI-driven experiences and analytics.
• Own Core Platform Components: Manage requirements and execution for initiatives like analytics, identity and user management, common data models, and third-party integrations.
• Collaborate Across Teams: Work closely with Product, Engineering, and Go-To-Market stakeholders to ensure alignment with business priorities and customer needs.
• Measure Impact: Define and track KPIs for platform adoption and performance, ensuring transparency and continuous improvement.

Senior Product Manager, Platform

Senior Manager, Revenue Accounting, Accounts Receivable

Product Designer

• Lead the end-to-end design of multiple features or product areas simultaneously, ensuring quality and progress across each stream.
• Collaborate with Product Managers and Engineers to define problem statements, shape requirements, and frame the scope of UX work.
• Translate product and user goals into user flows, wireframes, prototypes, and detailed UI designs that scale across complex applications.
• Drive stakeholder alignment through clear communication, documentation, and cross-functional collaboration.
• Apply and extend the design system to craft interfaces that are not only consistent and scalable, but also highly usable and visually compelling.
• Conduct usability testing, gather feedback, and iterate designs based on data and insights.
• Support and elevate team maturity by mentoring junior designers, sharing best practices, and modeling design excellence.

Senior UX Designer

• Build and maintain strong relationships with key stakeholders within client accounts.
• Own the entire post-sale lifecycle for assigned accounts (45-60), including ensuring timely contract renewals.
• Identify and execute on opportunities for upselling and cross-selling across existing client portfolios.
• Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success.
• Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service.

• Serve as the primary point of contact for customers, taking ownership of their experience from onboarding through to renewals, upsell, and cross-sell opportunities.
• Integral to driving both customer retention and growth within accounts, applying a consultative approach to help clients achieve maximum value from our platform.