Customer Success Manager
Customer Success Manager
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Job Description
About SurePoint
SurePoint Technologies delivers award-winning software that helps mid-sized law firms boost efficiency and maximize financial performance. Our cloud-based solutions connect client management practice management and financial systems to improve efficiency and collaboration.
With over 40 years in legal tech and a team of CPAs former lawyers and top engineers we understand what law firms need to thrive. Were passionate about building tools that reduce administrative work so our customers can focus on what matters most: serving their clients.
Job Overview:
As a Customer Success Manager your primary responsibility will be to cultivate and maintain strong relationships with our valued clients. You will serve as an account main point of contact ensuring your clients needs expectations and goals are met. Your role will involve understanding the clients business providing guidance on how our products or services can best meet their objectives drive adoption and consistently delivering exceptional customer experiences. This position will report to our VP Customer Growth.
Key Responsibilities
- Be a trusted advisor through the onboarding phase ensuring client understands the softwares features and how we may customize for their needs
- Conduct webinars process audits and workshops to help clients make the most of the softwares capabilities
- Proactively engage with clients through regular check-ins ensuring their needs are met and identifying opportunities for upsell cross-sell and professional services to drive additional revenue for SurePoint.
- Monitor client health metrics including but not limited to product adoption usage patterns and client feedback to assess satisfaction and identify potential risks/issues
- Serve as a point of contact for clients handling escalations and coordinating with other teams within the organization to address complex issues.
- Maintain pulse of the customer base and industry through customer interviews user group meetings and other engagements.
- Act as a client advocate within the company conveying customer feedback suggestions and concerns to relevant teams to drive product/service improvements.
- Work with the Account Managers on account plans to retain clients and reduce churn.
Qualifications:
- Experience working with brand image and promoting value through customer experience
- Experience working with SaaS solutions
- Demonstrated ability to communicate and influence credibly and effectively at all levels of the organization
- Strong strategic thinking problem-solving and decision-making skills.
- Excellent communication conflict management and interpersonal skills.
- Proficiency in SFDC and other sales and operations tools to manage leads product items and customer interactions.
- Travel to client locations as needed for in-person meetings presentations and relationship-building activities
At SurePoint we know our people are our greatest strength. Thats why we offer a comprehensive total rewards package and were 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 and follow us on LinkedIn Facebook and Twitter.
SurePoint is proud to be an Equal Opportunity Employer. All applicants will be considered without regard to race color sex sexual orientation gender identity religion national origin ancestry age physical or mental disability veteran status medical condition or any other classification protected by law.
Required Experience:
Manager
Employment Type
Full Time
