SugarCRM

Financial Planning and Analysis

• Maintain driver-based financial models connecting business assumptions to the income statement, balance sheet, and cash flow forecast
• Consolidate departmental inputs into a cohesive company outlook and assess assumptions
• Develop scenario and sensitivity analyses for business decisions, investments, and operating assumptions
• Maintain understanding of revenue, profitability, cash flow, working capital, and key business drivers
• Identify forecast risks and opportunities, quantify impact, and recommend actions
• Guide business leaders through forecasting, headcount planning, expense management, and investment modeling
• Challenge assumptions and help budget owners develop financially sound plans
• Translate financial results into actionable insights and recommendations
• Build cross-organizational working relationships and hold partners accountable for financial commitments
• Support resource prioritization and return-on-investment measurement
• Analyze monthly and quarterly results against budget, forecast, and prior periods
• Explain business and financial performance drivers
• Develop concise reporting and executive-level presentations
• Partner with Accounting during monthly close for accurate reporting and forecast alignment
• Monitor SaaS, operational, and financial KPIs and connect changes to the financial outlook
• Build financial models for strategic initiatives, pricing decisions, headcount investments, business cases, and company priorities
• Convert complex or ambiguous business questions into structured analysis
• Provide independent recommendations supported by financial and operational data
• Ensure models and analyses are accurate, scalable, documented, and understandable

FP&A Manager

Customer Success Manager

• Build and maintain strong relationships with key stakeholders within client accounts
• Act as a trusted advisor guiding clients in leveraging the CX platform for maximum impact
• Own the post-sale lifecycle for assigned accounts
• Ensure timely contract renewals, drive retention strategies, and mitigate churn risks
• Identify and execute upselling and cross-selling opportunities across existing client portfolios
• Use client data and analytics to track account health and tailor customer-success strategies
• Monitor adoption rates, usage patterns, and other success metrics
• Work cross-functionally with sales, product, and support teams
• Identify new contacts and departments within existing accounts to expand product adoption
• Gather customer feedback and communicate customer needs across product, sales, and marketing teams

Business Operations

• Report to the VP, IT and lead the team responsible for internal business applications, integrations, and connected platforms
• Bring structure, scalability, and reliability to company-wide systems and data operations
• Modernize system connectivity and establish integration strategy and governance
• Lead, coach, and develop a tenured team through operational transformation
• Clarify roles, responsibilities, and ownership across the team
• Build accountability, continuous improvement, and cross-functional collaboration
• Own administration, configuration, and roadmap for CSI, Sugar’s internal Sugar Sell and Sugar Serve implementation
• Oversee customer and partner portals for reliability, performance, and business alignment
• Serve as subject matter expert on the CSI data model and partner with data and analytics teams
• Define system-of-record principles, data ownership standards, and integration governance
• Assess the integration landscape, including APIs, Zapier/Tray automations, and manual processes
• Define and implement target integration architecture, patterns, standards, and tooling
• Evaluate integration tooling and make build-versus-buy decisions
• Maintain an integration inventory with clear business and technical ownership
• Implement governance, monitoring, and documentation for observable, maintainable, resilient connections
• Establish structured intake, prioritization, capacity planning, and delivery metrics
• Develop and maintain a 12-month business systems and integrations roadmap
• Drive adoption of AI-enabled workflows and tooling for documentation, testing, support, issue triage, analysis, and delivery execution

Director, Business Systems – Integration

Technical Writer

• Create and publish clear, high-quality product content, including user guides, release notes, knowledge articles, troubleshooting guidance, and best practices
• Build deep product expertise and serve as a trusted subject matter expert for supported Sugar products
• Participate in product grooming, design reviews, demos, and release activities to understand new capabilities and advocate for the user
• Partner with Product, Engineering, UX, and Support to identify gaps, influence product improvements, and enhance the customer experience
• Turn complex technical concepts into simple, useful, and easy-to-understand content
• Contribute to improvements in SugarAI’s support experience
• Develop templates, reusable skills, and automated workflows to improve content quality, consistency, and team efficiency
• Create documentation for customers, partners, and employees
• Help drive adoption of AI-powered tools and innovative workflows
• Collaborate with Product Managers, Engineers, Designers, and other teams throughout the product development lifecycle

FP&A Manager

Customer Success Manager

Director, Business Systems – Integration

Software Technical Writer