Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager driving product adoption and engagement for a portfolio of enterprise-level clients at a fast-growing SaaS technology company.
Responsibilities:
- Manage a portfolio of enterprise-level clients, ensuring high engagement and retention
- Develop strategic relationships with executive stakeholders at client organizations
- Lead in-depth business reviews to understand business challenges and align Suralink’s solutions with customer objectives
- Proactively identify risks and opportunities within customer accounts and develop mitigation strategies
- Generate upsell and cross sell opportunities with your assigned accounts
- Drive adoption across multiple departments within enterprise clients
- Act as a trusted advisor, providing industry insights and recommending tailored solutions
- Partner with sales to identify expansion opportunities and execute account growth plans
- Understand and advocate for customer needs and challenges with internal teams
Requirements:
- 4–6 years of customer success experience managing mid to large accounts in SaaS or a related industry
- Proven track record of managing complex accounts
- Exceptional communication, negotiation, and presentation skills
- Strong understanding of customer success processes
- Ability to work cross-functionally with product, sales, and support teams
- Proven ability to effectively manage and resolve client escalations, mitigating risks and ensuring positive outcomes that strengthen relationships and build trust
- Experience driving adoption and managing executive relationships
- Strong organization, time management, and project management skills
- Empathetic, positive attitude with a desire to help our customers realize value from our products
- Strong sense of urgency and responsiveness
- Self-motivated with a demonstrated ability to take initiative
- Adaptability to change
- Familiarity with the public accounting industry is preferred
Benefits:
- Remote-friendly policy
- Medical/vision/dental insurance
- Flexible PTO policy and ten paid holidays
- Parental leave
- Professional development allowance
- Community involvement
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