Job Title: Customer Success Manager
Location: Richmond
Job Type: Full-Time
About Sugati
SugatiTravel.com is a Salesforce-native SaaS platform built for the luxury and specialist travel
sector. We support tour operators, DMCs, and travel companies globally to plan, sell, and deliver
exceptional travel experiences — with clarity, structure, and confidence.
At Sugati, we believe the journey matters as much as the destination. The Customer Success team
ensures that every client’s journey with us is stable, supported, and continuously improving —
guiding them towards their own Destination Happy.
Why This Role Is Important
- Ensures long-term client confidence and continuity after onboarding
- Reduces churn through early engagement and structured follow-up
- Embeds Sugati into clients’ day-to-day operations
- Acts as the voice of the customer across Product, Support, and Services
- Supports Premium Support adoption and Professional Services engagement in a value-led way Sugati Job Descriptions – Strictly Private and Confidential
The Role
The Customer Success Manager is responsible for managing a portfolio of live clients once onboarding
is complete. You will act as the primary point of contact for relationship management, platform adoption,
and ongoing success, working closely with internal teams to ensure clients achieve their goals using
Sugati. This is an office-based role in Richmond, working closely with colleagues across Product, Professional Services, Support, and Insight Sales.
Key Responsibilities
1. Client Relationship Management
- Act as the main point of contact for assigned clients post-onboarding
- Build trusted, long-term relationships with key client stakeholders
- Develop a strong understanding of each client’s business model, workflows, and
- objectives
2. Adoption, Usage & Ongoing Success
- Ensure clients are using Sugati effectively and consistently across their teams
- Monitor usage, engagement, and adoption trends within Salesforce
- Proactively recommend best-practice workflows using existing Sugati features
3. Issue Management & Client Advocacy
- Own client issues end-to-end, ensuring concerns are clearly understood and progressed
- Coordinate with Support, Product, and Professional Services teams to drive resolution
- Manage client expectations with clear, timely communication
- Advocate internally for client needs and recurring friction points
- Close the loop with clients by clearly communicating outcomes and next steps
4. Account Health & Risk Monitoring
- Maintain a clear view of account health, engagement levels, and risk indicators
- Identify early warning signs of disengagement or dissatisfaction
- Prioritise proactive intervention across accounts based on risk and impact
5. Churn Management & Client Insight
- Proactively manage churn risk through structured engagement and follow-up
- Set up, issue, and track churn and exit surveys for departing or at-risk clients
- Analyse churn feedback and summarise key themes and insights internally
6. Client Feedback & Satisfaction
- Design, schedule, and send regular client satisfaction surveys
- Track and analyse survey responses to identify trends and opportunities
- Use feedback to inform service improvements and product discussions
7. Premium Support Adoption
- Ensure all clients understand and are subscribed to Sugati’s Premium Support offering
- Clearly communicate the value and benefits of Premium Support
- Work with Sales and Support teams to align Premium Support with renewals and reviews
8. Professional Services Collaboration
- Identify opportunities where clients would benefit from additional Professional Services
- Support the Insight Sales team with client context, objectives, and background
- Enable smooth handovers and alignment for Professional Services engagements
9. Internal Collaboration & Documentation
- Maintain accurate client records, notes, and actions within Salesforce
- Collaborate closely with Product, Support, Onboarding, and Professional Services teams
- Contribute to internal playbooks, documentation, and client guidance
What We’re Looking For
Essential
- Experience in Customer Success, Account Management, or Client Services within SaaS or
- technology
- Strong communication skills with confidence engaging operational users and senior stakeholders
- Highly organised, with the ability to manage multiple client relationships simultaneously
- Comfortable working with CRM systems, data, and structured processes
- A calm, thoughtful, and client-focused approach
- Desirable
- Experience in travel, hospitality, or travel technology
- Familiarity with Salesforce or Salesforce-based platforms
- Experience working alongside Product, Support, or Professional Services teams
- Understanding of subscription-based SaaS models
What “Good” Looks Like
At 6 Months
By six months, a strong Customer Success Manager will have:
- Taken full ownership of a defined client portfolio
- Built trusted working relationships with key client stakeholders
- Demonstrated clear understanding of each client’s workflows and goals
- Established regular check-ins and account review rhythms
- Proactively managed issues and client expectations
- Implemented regular client surveys and feedback processes
- Ensured the majority of assigned clients are on Premium Support
- Maintained accurate, up-to-date client records in Salesforce
Outcome: Clients feel supported, heard, and confident. Internal teams trust the CSM’s judgement and
At 12 Months
By twelve months, an excellent Customer Success Manager will have:
- Consistently low churn and clear ownership of churn prevention activity
- Strong account health across their portfolio, with early risks identified and addressed
- Demonstrable improvements in adoption and usage patterns
- Clear, structured client insight feeding into Product and Service decisions
- High Premium Support coverage across managed accounts
- Regularly supported Insight Sales in securing Professional Services engagements
- Become a trusted internal advocate for clients and a dependable partner to Sales, Support, and Product
Outcome: Clients see Sugati as a long-term partner, not just a platform. Customer Success is recognised as a stabilising and value-creating function within the business.