Job Overview:The Senior Customer Success Manager is a strategic partner responsible for driving long-term customer value, retention, growth, and satisfaction across a portfolio of key client accounts. This role serves as a trusted advisor to customer stakeholders, helping organizations achieve their business objectives through effective adoption and optimization of SurePoint solutions.
In addition to managing complex customer relationships, the Senior Customer Success Manager provides leadership within the Customer Success team by helping establish best practices, mentoring team members, leading strategic customer initiatives, and serving as a voice of the customer across the organization. This role is expected to proactively identify opportunities for account growth, mitigate risks, influence product improvements, and drive measurable business outcomes for both customers and SurePoint.
Responsibilities and Duties:- Lead strategic relationships with high-value and complex customer accounts, serving as a trusted advisor to executive and operational stakeholders.
- Develop and execute customer success plans aligned to customer business goals, adoption objectives, and retention strategies.
- Conduct executive business reviews, workshops, process assessments, and strategic planning sessions to maximize customer value and product utilization.
- Monitor customer health indicators, adoption metrics, business outcomes, and satisfaction trends to identify risks and opportunities proactively.
- Develop and execute account strategies designed to improve retention, expand product adoption, and support revenue growth through renewals, upsell, cross-sell, and professional services opportunities.
- Serve as the primary escalation point for complex customer issues, coordinating cross-functional resources to drive timely resolution.
- Partner closely with Account Managers, Product, Operations, Support, and Implementation teams to ensure a seamless customer experience.
- Act as a customer advocate by gathering and synthesizing customer feedback, market trends, and business requirements to influence product and service improvements.
- Identify recurring customer challenges and recommend scalable solutions, processes, and best practices to improve overall customer success outcomes.
- Mentor and support Customer Success Managers by sharing knowledge, coaching on customer management strategies, and contributing to onboarding and development efforts.
- Contribute to the development of customer success methodologies, playbooks, reporting, and operational processes that improve team effectiveness.
- Maintain expertise in industry trends, competitive offerings, and customer business environments to provide strategic guidance and recommendations.
Skills and Qualifications:- 6+ years of experience in customer success, account management, consulting, training, sales, or related customer-facing roles.
- Strong business acumen and ability to align software solutions with customer operational and strategic objectives.
- Outstanding communication, presentation, negotiation, and relationship-building skills.
- Strong analytical and problem-solving skills with the ability to interpret customer data and translate insights into action.
- Ability to influence and collaborate effectively across all levels of the organization without direct authority.
- Proficiency with Salesforce and customer success, sales, and operational reporting tools.
- Ability to manage multiple priorities in a fast-paced environment while maintaining a customer-first mindset.
- Travel to client locations as needed for strategic meetings, business reviews, and relationship-building activities.
At SurePoint, we know our people are our greatest strength. That's why we offer a comprehensive total rewards package - and we're always evolving our benefits to support employee needs at every stage of life and career.
Benefits Include- Health Insurance (medical, dental, vision)
- Flexible Spending Accounts
- Life, Short-term and Long-term Disability Insurance (employer paid)
- Health Savings Accounts
- Wellbeing Benefits
- 401K (immediately vested, employer match)
- Paid Time Off (Flexible PTO, holidays)
- Employee Assistance Program
- Summer Flex Fridays
To learn more about SurePoint and our products, visit our corporate web site at www.surepoint.com and follow us on LinkedIn, Facebook and Twitter.
