SugarCRM

Customer Success Manager

• Strategic Account Management: Develop and maintain strategic relationships with key stakeholders within large global accounts. Understand their business goals, processes, and challenges to align our services with their strategic needs.
• Global Coordination: Work closely with Sugar teams across different regions to ensure a unified approach to account management. Tailor strategies to accommodate regional differences in business practices, culture, and regulatory environments.
• 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.
• Cross-Functional Collaboration: Collaborate throughout Sugar to ensure account renewals and expansions are executed seamlessly. Partner with marketing and product teams to help create and refine offerings that meet the diverse needs of global customers.
• Performance Metrics and Reporting: Track and analyze key account metrics across regions. Prepare and deliver comprehensive reports detailing account status, risks, and opportunities to executive leadership.
• Issue Resolution: Serve as the escalation point for resolving any issues or challenges faced by customers. Ensure prompt and effective resolution to maintain customer trust and satisfaction.

Principal Customer Success Manager

Financial Planning and Analysis

• Collaborate with go-to-market leaders to build and maintain accurate revenue forecasts.
• Support the professional service revenue forecasting, utilization analysis, and profitability assessments.
• Develop and maintain dashboards for pipeline metrics, cohort and product trends, and SaaS KPIs. Including calculating all components of ARR reporting (flash, roll forward, and retention calculations).
• Support the quarterly forecasting, annual budgeting, 13-week rolling cash forecast, and long-term planning processes.
• Own the revenue flash reporting process as part of the close timetable.
• Provide Revenue key insights and variance analysis to leadership.
• Support the preparation of monthly, quarterly, and annual financial reports for senior management.
• Build revenue-centric models to support sales and marketing planning.
• Provide scenario analysis for pricing strategies and revenue optimization.
• Deliver financial insights to support go-to-market strategies and investment decisions.
• Work cross-functionally to align pipeline forecasts with operational and financial plans.

Revenue and ARR – FP&A

Account Manager

• Develop and maintain strategic relationships with key stakeholders within large global accounts. Understand their business goals, processes, and challenges to align our services with their strategic needs.
• Work closely with Sugar teams across different regions to ensure a unified approach to account management. Tailor strategies to accommodate regional differences in business practices, culture, and regulatory environments.
• 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.
• Collaborate throughout Sugar to ensure account renewals and expansions are executed seamlessly. Partner with marketing and product teams to help create and refine offerings that meet the diverse needs of global customers.
• Track and analyze key account metrics across regions. Prepare and deliver comprehensive reports detailing account status, risks, and opportunities to executive leadership.
• Serve as the escalation point for resolving any issues or challenges faced by customers. Ensure prompt and effective resolution to maintain customer trust and satisfaction.

Strategic Account Manager

Platform Engineer

• Facilitate agile ceremonies, maintain sprint boards, remove blockers, and implement retrospective feedback to enhance team processes
• Define product roadmaps and technical vision with stakeholders, communicate progress, ensure quality standards, and align architecture with business goals
• Track key metrics (velocity, cycle time, defect rates), balance workloads, and implement data-driven planning for sustainable delivery
• Champion GAI tool adoption, track usage, measure impact, and integrate into team workflows and performance evaluation
• Manage cross-team dependencies through clear integration points, API contracts, coordinated releases, and comprehensive documentation
• Present team progress to stakeholders and collaborate cross-functionally with product managers, architects, and other teams in technical discussions
• Conduct 1:1s, establish goals, perform reviews, create career development frameworks, and mentor team members through technical challenges
• Build positive team culture promoting innovation, collaboration, and continuous learning
• Handle compensation decisions, promotions, hiring, and advocate for resources to address team gaps
• Lead technical decision-making including architecture, technology selection, code reviews, engineering standards, and transforming business requirements into optimized solutions
• Provide hands-on technical guidance, establish architectural best practices, identify risks through proof-of-concepts, and develop strategies for eliminating technical debt
• Plan and execute projects by breaking down requirements, estimating timelines, staying current with emerging technologies, and proactively identifying codebase improvement opportunities

Manager, Platform Engineering

Software Engineer

Manager, Sustainment Engineering

• 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

VP, Global Customer Success

Account Executive

Global Account Director

Product Manager

• Define and own the long-term product strategy for a major business domain, aligning multi-quarter roadmaps with company objectives and market opportunities.
• Translate strategic objectives into actionable initiatives, balancing customer value, technical feasibility, and business impact.
• Drive cross-functional alignment across Product, Engineering, Design, Sales, and Customer Success to ensure coherent delivery of end-to-end solutions.
• Design, document, and present product requirement documents that include the business cases.
• Analyze market trends and performance drivers to identify new product and growth opportunities.
• Develop and monitor product KPIs and metrics driving the business feedback loop.

Senior Product Manager

Backend Engineer

• Lead architectural governance including approval authority for major design decisions.
• Partner with executives and functional leaders to understand business goals and translate them into a coherent, prioritized, and executable technology roadmap.
• Establish and evolve a clear architectural blueprint that aligns with business priorities, product direction, and operational realities, including defining the migration path from legacy monolithic architecture to cloud-native microservices.
• Provide architectural guidance and financial rationale for key technology bets, ensuring scalability and long-term return on investment.
• Build, mentor, and empower a team of domain architects across application, data, integration, and infrastructure disciplines, growing from 1 to approximately 5 architects within the first year.
• Implement frameworks for decision-making, technical standards, and measurable architectural health indicators.
• Establish and lead architectural standards, principles, and review processes that balance agility with long-term maintainability and scalability.
• Partner closely with engineering and cloud leadership to ensure architecture decisions accelerate product development and drive operational excellence.
• Guide modernization efforts including cloud-native design, microservices evolution, event-driven architectures, and API strategy, with specific focus on managing parallel operations of legacy and modern systems during the transition.
• Ensure consistency across systems, from customer-facing applications to internal services, data pipelines, and analytics platforms.
• Work with Product Management, Security, Product Support, and Cloud Operations to ensure platform evolution aligns with business needs, compliance, and customer expectations.
• Translate complex technical strategies into clear narratives for executives, engineers, partners, and customers.
• Contribute architectural guidance to major initiatives such as platform convergence, and AI-driven product capabilities.
• Define key metrics for architecture effectiveness and ensure continuous improvement through feedback loops and technology assessments.

Chief Architect

• 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.

• Act as a trusted finance partner to business leaders, helping them understand financial implications of decisions and drive accountability to financial targets.
• Defining, monitoring and reporting on key metrics and benchmarks.
• Drive automation, improvements, and standardization to the deliverables
• Adhoc queries and projects to support business leaders as required to support decision-making.
• Lead operating expenses and headcount forecasting and variance analysis across departments.
• Support the quarterly forecasting, annual budgeting, 13-week rolling cash forecast and long-term planning processes.
• Partner with HR and senior leaders to validate hiring plans, workforce changes, and budget alignment.
• Provide updates and insights into strategic changes and their financial impact.
• Track and analyze variances to forecasting, highlighting key trends and risks.
• Deliver monthly insights into expense performance vs. forecast.
• Support the preparation of monthly, quarterly and annual financial reports for senior management.

Opex Planning & Analysis, FP&A

• You will focus on partnering with go-to-market leaders to deliver accurate forecasting, and pipeline insights.
• You will work cross-functionally to build revenue forecasts, financial models, track KPIs and provide data-driven insights.
• The finance team fosters a culture of accountability, curiosity, and continuous improvement within the finance team.
• Reporting to the VP of FP&A and engaging directly with senior leadership, this is a highly analytical, detail-oriented role within a fast-paced, Private Equity–backed SaaS environment, requiring strong financial acumen.

Revenue and ARR Reporting, FP&A

Product Marketing

• Lead the development and execution of detailed go-to-market plans. Analyze market conditions, segmentation, product capabilities, and customer needs to craft strategies that align with our corporate strengths and market dynamics.
• Gain deep insights into the buying processes of our target markets. Develop comprehensive profiles that encapsulate the objectives, motivations, and challenges faced by key stakeholders.
• Create compelling, differentiated messaging that resonates with our buyer personas. Ensure that our messaging delivers impact and drives engagement across all platforms and customer interactions.
• Develop and deliver high-quality sales tools such as presentations, collateral, case studies, and ROI calculators. Work closely with our sales teams to create training materials that enhance sales effectiveness and partner engagement.
• Serve as the subject matter expert on competitive market dynamics. Provide strategic insights and actionable intelligence to support our internal teams.
• Conduct in-depth market and segment analysis to uncover and document growth opportunities, trends, and potential market challenges.

Senior Product Marketing Manager

Content Marketing Manager

• Create engaging training content including videos, how-to guides, live webinars, and in-app walkthroughs to support product onboarding and ongoing education.
• Build and maintain self-paced eLearning courses in our LMS, applying basic instructional design principles to ensure clarity and effectiveness.
• Develop in-app guidance using tools like Pendo, or similar to provide just-in-time learning within the product interface.
• Assist with webinar logistics and facilitation, helping to host monthly live training sessions and customer education events.
• Collaborate cross-functionally with product managers, customer success, support, and marketing to ensure accurate, timely, and customer-relevant content.
• Support content updates when new features are released or documentation needs to be refreshed.
• Contribute to email-based learning campaigns, including writing copy for product education series and onboarding journeys.

Training Content Specialist

• Lead development and execution of detailed go-to-market plans for AI-powered SugarCRM Sell product line
• Analyze market conditions, segmentation, product capabilities, and customer needs to craft strategic GTM approaches
• Develop deep buyer persona profiles capturing objectives, motivations, and challenges of key stakeholders
• Create compelling, differentiated product messaging that resonates with target buyers across channels
• Produce sales enablement tools (presentations, collateral, case studies, ROI calculators) and training materials to improve sales effectiveness
• Serve as subject matter expert on competitive market dynamics and provide actionable intelligence to internal teams
• Conduct in-depth market and segment analysis to identify growth opportunities, trends, and potential challenges
• Collaborate cross-functionally with sales, product, and marketing teams; operate in a hybrid model with in-office collaboration

Support Engineer

• Serve as the primary technical point of contact for support cases, ensuring timely triage, investigation, and resolution
• Lead the case lifecycle from initial intake through closure, escalating thoughtfully when advanced expertise or system-level debugging is needed
• Troubleshoot application behavior, data inconsistencies, configuration issues, and integration problems with clear, replicable steps
• Deliver consistent communication and updates to customers throughout the resolution process
• Document case findings thoroughly, contributing to internal knowledge and process improvements
• Identify common support patterns and collaborate with peers and leaders to drive case deflection and support optimization
• Ensure case handling aligns with service-level expectations, prioritizing both speed and accuracy

Technical Support Specialist

Revenue Operations

• Impact You Will Make: Team Leadership — Lead, coach, and develop a small team of Revenue Operations professionals.
• Sales Process Optimization — Analyze and streamline end-to-end sales processes to enhance efficiency, scalability, and rep productivity.
• Territory Design &amp; Management — Lead annual and ad hoc territory design and segmentation strategies to ensure equitable and strategic coverage across geographies, segments, and verticals.
• Partner with Sales and Strategy teams to evaluate account potential, rep capacity, and whitespace opportunities.
• Maintain territory alignment documentation and ensure accurate system mapping in CRM and related tools.
• Operational Support — Proactively identify and resolve operational pain points for the sales team, enabling higher performance through process enhancement and automation.
• Revenue Enablement — Uncover revenue growth opportunities through analysis of pipeline, win/loss trends, and rep productivity.
• Implement data-driven initiatives that improve conversion rates and drive profitability.
• Sales Forecasting & Reporting — Support the forecasting process by validating inputs, monitoring pipeline hygiene, and producing accurate, timely dashboards and reporting.
• Provide insights and scenario modeling to inform strategic decisions by Sales Leadership.
• Policy & Governance — Ensure consistent adherence to pricing, discounting, and deal desk policies.
• Implement controls that balance governance with flexibility for complex deals.
• Cross-Functional Collaboration — Serve as a strategic liaison between Sales, Finance, Marketing, Product, and Customer Success to ensure alignment on goals, metrics, and execution plans.
• Data & Systems Management — Maintain clean, accurate, and structured data across CRM and BI tools.
• Manage quota assignments, certification tracking, account holdovers, and leaderboard reporting.
• Troubleshoot CRM issues, support user management, and enforce data and usage standards.
• Tool & Platform Optimization — Evaluate and enhance the effectiveness of sales tools and systems (CRM, BI, enablement platforms).
• Recommend and implement enhancements that align with business needs.

Principal Customer Success Manager

Revenue and ARR – FP&A

Strategic Account Manager

Manager, Platform Engineering

Manager, Sustainment Engineering

VP, Global Customer Success

Global Account Director

Senior Product Manager

Chief Architect

Customer Success Manager

Opex Planning & Analysis, FP&A

Revenue and ARR Reporting, FP&A

Senior Product Marketing Manager

Training Content Specialist

Senior Product Marketing Manager

Technical Support Specialist

Sr. Manager, Revenue Operations