Enterprise Customer Success Manager

Enterprise Customer Success Manager

Suralink® is a fast-growing Software as a Service (SaaS) technology company looking for exceptional professionals to join our team. Our award-winning company has been recognized for growth, innovation, and culture, and over 500,000 companies worldwide have used our software. Our platform was built for accounting and other professional service firms, giving them a simple and secure way to request, receive, track, and manage their documents at scale. If you're looking for a promising company where you can truly make your mark, we'd love to talk to you.

We're looking for an Enterprise Customer Success Manager to own and elevate our most strategic partnerships. This is a high-impact role for a SaaS professional who excels at the intersection of relationship management and commercial strategy. You will be responsible for the entire account lifecycle post-sale, acting as a trusted advisor to deeply understand our clients' business objectives. By building strong executive relationships and driving meaningful product adoption, you will ensure our clients realize measurable ROI and find new opportunities to grow their partnership with Suralink.

Key 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

Experience and Professional Qualifications:

• 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

Additional Preferred Qualifications:

• Familiarity with the public accounting industry is preferred

Competencies:

• Customer-Centric Mindset – focus on understanding and delivering value to the customer.
• Problem-Solving Skills – analytical mindset to diagnose customer challenges.
• Relationship Building – building trust and rapport with clients over time.
• Team Collaboration – ensuring seamless communication between internal teams and customers.
• Adaptability – navigating change and handling ambiguity effectively.

Why Suralink?

There's a lot to love about working at Suralink! Here are a few of the benefits you can expect:

• Remote-friendly policy
• Medical/vision/dental insurance
• Flexible PTO policy and ten paid holidays
• Parental leave
• Professional development allowance
• Community involvement