Director, Account Management

📋 Description

• Lead a team of Customer Success Managers (NA) for customer-centric culture
• Drive regular business reviews with customer tiers, high-med-low touch
• Manage escalations and support expansions that drive SugarCRM revenue
• Collaborate with CS, Professional Services, Support and Marketing
• Forecast risks and opportunities with leadership visibility
• Monitor core CS metrics and drive proactive action

🎯 Requirements

• 8+ years in customer success or account management
• 3+ years people management
• Deep CRM software and B2B SaaS knowledge
• Renewal forecast >$13M and growth >$2.5M ARR
• Experience in process improvement and product feedback
• Strong skills in customer health, usage data and dashboards

🎁 Benefits

• Healthcare for you and family
• 401(k) match
• Unlimited PTO
• Paid parental leave
• Online legal services
• Educational resources and career development