Senior Customer Success Manager

About SurePoint Technologies

SurePoint Technologies provides acclaimed software solutions designed to enhance efficiency and financial performance for mid-sized law firms. Their cloud-based platform integrates client management, practice management, and financial systems to foster collaboration and streamline operations. With a team composed of CPAs, former lawyers, and experienced engineers, SurePoint leverages over 40 years of legal technology expertise aimed at simplifying administrative tasks so clients can focus on their core priorities.

Job Overview

The role of Senior Customer Success Manager involves being a strategic collaborator tasked with ensuring long-term customer satisfaction, retention, expansion, and value realization across a portfolio of significant client accounts. This position acts as a trusted consultant to customer leaders, aiding them in fully adopting and optimizing SurePoint’s solutions to meet their business objectives.

Key Responsibilities

• Lead and nurture complex relationships with key, high-value customers, engaging both executive and operational stakeholders.
• Formulate and implement customer success strategies aligned with customer goals, product adoption, and retention objectives.
• Conduct business reviews, workshops, and strategic planning sessions to maximize use and value of SurePoint products.
• Continuously track customer health metrics, adoption rates, satisfaction, and outcomes to identify risks and growth opportunities.
• Develop approaches designed to increase retention, expand product usage, support revenue growth through renewals, upselling, cross-selling, and professional services.
• Own escalation resolution processes for complex customer concerns, coordinating across departments for timely solutions.
• Collaborate extensively with Account Management, Product, Operations, Support, and Implementation teams to deliver a seamless client experience.
• Advocate for customers by collecting and analyzing feedback and market insights to guide product and service enhancements.
• Identify recurring client challenges to propose scalable processes, solutions, and best practices improving overall success.
• Mentor Customer Success Managers by offering knowledge sharing, customer management coaching, and aiding in onboarding and development.
• Contribute to refining methodologies, playbooks, reporting mechanisms, and operational processes for the Customer Success team.
• Maintain awareness of industry trends, competitor offerings, and customer businesses to provide strategic directives.

Required Qualifications

• Over six years of experience in customer success, account management, consulting, training, sales, or other related customer-facing roles.
• Strong business insight with an ability to align software offerings to customer operational and strategic needs.
• Excellent communication, presentation, negotiation, and relationship-building capabilities.
• Analytical mindset capable of interpreting customer data to derive actionable insights.
• Proficient in influencing and collaborating across organizational levels without direct authority.
• Experienced with Salesforce and various success, sales, and operational reporting tools.
• Effective multitasking in a fast-paced environment while maintaining a focus on customer priorities.
• Willingness to travel to client sites as necessary for strategic meetings and relationship development.

Employee Benefits

• Comprehensive health coverage including medical, dental, and vision plans.
• Flexible Spending Accounts and Health Savings Accounts.
• Employer-paid Life, Short-term, and Long-term Disability Insurance.
• Wellness and wellbeing programs.
• 401(k) plan with immediate vesting and employer match.
• Flexible Paid Time Off including holidays.
• Employee Assistance Program.
• Summer Flex Fridays to support work-life balance.

Equal Opportunity Employer Statement

SurePoint Technologies is committed to equal employment opportunities. All candidates will be considered regardless of race, color, gender, sexual orientation, religion, national origin, disability, veteran status, or any other protected status under applicable law.