---
title: 'Director, Account Management at SugarAI'
canonical: 'https://feeny.ai/job/director-account-management-sugarai-denver-w13nw4vhbbhj'
type: 'job'
last_seen: '2026-09-07'
---

# Director, Account Management at SugarAI

- **Company:** SugarAI
- **Location:** Denver, CO
- **Compensation:** $140k–$150k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/sugarcrm/9c271496-71fd-4823-90b0-e1a1150029ca

## Job description

## About SugarAI

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’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.

Our global team is united by a shared commitment to impact, ownership, and continuous growth. 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.

## About the Role

As the 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; it's about cultivating a culture of excellence within your team. 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.**

Impact You Will Make in the Role:

- 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.

What You Will Bring:

- 8+ years of customer success or account management experience and at least 3+ years of people management experience
- In-depth understanding of CRM software and the B2B SaaS industry
- Demonstrated ownership of a renewal forecast exceeding $13M and growth forecast exceeding $[2.5M](http://2.5M) million ARR
- Experience driving continuous improvement initiatives, implementing best practices, leveraging customer 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 to identify trends, 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, and optimize customer success initiatives

## Preferred Qualifications

- Bachelor's degree in Business, Marketing, or a related field
- CRM/ERP/Marketing Automaton-centric customer success or account management experience

## About SugarAI

## Company Overview
- **One-liner**: SugarAI (formerly SugarCRM) is a precision selling platform that uses AI to analyze CRM and ERP data, surfacing opportunities and threats to guide B2B sellers toward their next best actions.
- **Entity Type**: Private (owned by AKKR)
- **Headquarters**: San Francisco, California, USA (with a major office in Denver, Colorado)
- **Founded**: 2004
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: CRM / Enterprise Sales Software (Sales Intelligence, Sales Automation)
- **Target customers**: B2B enterprises, particularly in account-based, relationship-driven industries (manufacturing, financial services, etc.)
- **Mission statement**: “Help sales leaders reach their highest potential” by turning fragmented customer and revenue signals into clear, prioritized action.

## Products & Services
- **SugarAI Platform** (SaaS): AI-powered sales platform that integrates with CRM and ERP systems. Features include automated opportunity surfacing, threat detection, meeting preparation intelligence, and coaching insights for managers.
- **SugarAI Integrations**: No-code/low-code workflow builder and pre-built connectors with modern and legacy systems (including most ERPs). Fully supported migration services.
- **SugarAI Marketplace**: Extensions and custom configurations for marketing, sales, and service teams to create a 360-degree customer view.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**:
  - **Annual Revenue**: ~$200M (source: LinkedIn)
  - **Total Funding**: $139.1M over 9 rounds, including a $40M Series F led by Goldman Sachs (2013), and earlier rounds led by New Enterprise Associates
- **Notable Investors/Partners**: Goldman Sachs, New Enterprise Associates
- **Growth Signals**:
  - 4,000+ customers in 120+ countries, 1M+ users
  - 96% customer satisfaction (self-reported on website)
  - Workforce distributed across 23 countries; offices in San Francisco, Denver, Romania, UK, Australia

## Competitive Advantages
- **AI-driven precision**: Highlights real opportunities and threats from CRM + ERP data, reducing manual data analysis.
- **Deep ERP integrations**: Supports almost every ERP system, enabling unified revenue signals.
- **Configured for complex sales**: Tailored for account-based, long-cycle industries rather than generic CRM.
- **360-degree customer view**: Connects marketing, sales, and service data to break down departmental silos.

## Strategic Focus
- Continuing to invest in AI capabilities to surface actionable next steps for sellers and managers.
- Expanding into new verticals and geographies while deepening integrations with enterprise back-office systems.
- Improving sales coaching and pipeline management through real-time intelligence.

## Why Work Here
- **Work model**: Hybrid – teammates within 25 miles of an office work on-site 3x per week. Remote-friendly with home-office stipend.
- **Culture**: Quarterly engagement surveys, emphasis on employee satisfaction.
- **Benefits**: Dental insurance, career development programs, and total rewards compensation.
- **Engineering culture**: Products are built using modern tech stacks (Databricks, etc.); roles open for Senior Software Engineers, Data Engineers, Product Managers.
- **Caution**: Employer ratings on Glassdoor/Indeed are mixed (LinkedIn: 2.8/5, Indeed: 3.7/5). Work-life balance and compensation rated higher than culture/career advancement.

## Sources
1. [sugarai.com](https://sugarai.com/) – Company homepage and product details
2. [sugarai.com/about](https://sugarai.com/about/about-us) – Mission and history
3. [linkedin.com/company/sugarcrm](https://linkedin.com/company/sugarcrm) – Employee count, revenue, funding, ratings
4. [indeed.com](https://www.indeed.com/cmp/Sugarai?campaignid=mobvjcmp&from=mobviewjob&fromjk=8f206415c2717a04&tk=1jsqnivphkup4800) – Careers, salary bands, reviews
5. [builtin.com/company/sugarcrm](https://builtin.com/company/sugarcrm) – Office locations, hybrid policy, perks

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