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The Customer Success Manager will manage a global book of business to secure renewals and drive upsell opportunities. They are responsible for supporting post-sales activities, forecasting renewal pipelines, and leveraging digital-first strategies to ensure customer value and product expansion.
About SugarAI UK Limited
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.
The role of the Customer Success Manager (CSM) is to support a global, pooled book of business to manage renewals and upsell opportunities. This is a great opportunity for a highly driven individual to make an impact and to join a customer success team.
This role will be well suited for an individual with strong administrative skills as well as strong communication skills. You will be responsible for supporting all post-sales activities to help customers achieve maximum value from their Sugar investment to secure renewals and help drive product and user expansions. Additionally, a preferred candidate will have solid experience in selling and/or support enterprise SaaS solutions, understand SaaS renewal cycles, and has a track record of exceeding quota.This role will provide the ideal candidate with the opportunity to develop skills in a supportive, learning organization. It is a demanding and exciting opportunity for the correct candidate.
Meet and ideally exceed team renewal rate target of 83%, accurately forecasting and closing renewal opportunities on time
Leverage digital-first and 1:many strategies to 1) engage at risk customers to drive adoption and 2) build expansion pipeline
Document and manage your sales & renewals pipeline in our CRM application daily, to 100% accuracy
Partner with our channel to drive joint opportunities to close
2 years of prior CSM, BDR or sales experience
1 year or more experience working with a CRM system
A proven ability to manage to a defined plan with stated quarterly objectives
Strong presentation, written and verbal communication skills
Fluent English speaking skills
Goal orientated
Team player
Growth mindset
Honest, trustworthy, hard-working
We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. 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.
Benefits and Perks:
Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:
- UK Pension Scheme
- Private medical and dental insurance
- Health &Wellness Reimbursement Program
- Unpaid sabbatical leave
- Educational Resources - Career & Personal Development Program
- Various discount programs (i.e. travel, virtual exercises classes, etc.)
- We are a merit-based company with many opportunities to learn, excel and grow your career!
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