Enterprise Customer Success Manager

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

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

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