Customer Success Manager ensuring customer satisfaction and retention for OneOcean. Focused on onboarding, relationship management, and driving customer adoption of maritime solutions.
About the role
- Lead Customer Success programs at SugarCRM, ensuring customer satisfaction and growth through scalable initiatives. Collaborate cross-functionally to enhance customer experiences and drive retention.
Responsibilities
- Lead and manage a team of Customer Success Managers (CSMs) focused on delivering a digital-first, metrics-driven customer success program for our Core customer segment.
- Design, implement, and continuously improve scalable programs across the customer lifecycle, including guided onboarding journeys, renewal campaigns, and adoption campaigns.
- Drive accountability for both team performance and program performance through clear metrics, reporting, and continuous optimization.
- Develop playbooks, standard operating procedures (SOPs), and frameworks that enable the team to deliver consistent, repeatable, and measurable customer outcomes.
- Measure and report on key customer success outcomes—including adoption, retention, efficiency, and revenue metrics—using data to inform decisions and improve customer experiences.
- Leverage data and automation tools (including AI-enabled solutions) to maximize efficiency and scale, while ensuring customer journey touchpoints are high-impact.
- Partner cross-functionally with Sales (renewal and expansion), Marketing (customer campaigns and advocacy), Product (feedback and adoption alignment), and Support (case and escalation patterns) to align programs with business goals.
- Apply a customer journey and adoption mindset to program design, ensuring initiatives directly influence retention, growth, and long-term customer success.
Requirements
- 5-7 years of experience in Customer Success, Program Management, or a related SaaS leadership role, including 1–3 years of people management experience.
- Strong track record of building and scaling metrics-driven, programmatic CS initiatives (digital-first, automation, adoption and renewal campaigns).
- Demonstrated ability to attract, develop, and retain a high-performing team, driving a culture of accountability and operational excellence.
- Fluency with key SaaS and CS metrics, including adoption, efficiency, GRR, and NRR.
- Analytical and process-minded leader, with experience developing playbooks, SOPs, and frameworks that drive measurable results.
- Strong technical aptitude and familiarity with automation, AI tools, and CRM systems, enabling data-driven decisions and scalable execution.
- Ability to balance strategic thinking with operational execution — an “operator” who can design and optimize programs rather than focusing solely on individual customer relationships.
- Ability to collaborate effectively across diverse teams and communicate clearly and influence stakeholders, while maintaining a strong customer-centric mindset.
Benefits
- Excellent healthcare package for you and your family
- Savings and Investment – 401(k) match
- Unlimited Paid Time Off
- Paid Parental Leave
- Online Legal Services (Rocket Lawyer)
- Financial Planning Services (Origin)
- Discounted Pet Insurance (Embrace Pet Insurance)
- Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
- Health and Wellness Reimbursement Program
- Travel Discounts
- Educational Resources - Career & Personal Development Program
- Employee Referral Bonus Program
- We are a merit-based company - many opportunities to learn, excel and grow your career!
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