EMEA Core CSM

Job description

**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. ### Where You Fit In 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. ### Impact You Will Make - Meet and ideally exceed team growth sales goals - 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 - Drive customer advocacy – references, case studies, and participation in events ### What You Will Bring - 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 ### Our Team Values - Goal orientated - Team player - Growth mindset - Honest, trustworthy, hard-working