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About the Role

The Senior Customer Success Manager is a strategic partner responsible for driving long-term customer value, retention, growth, and satisfaction across a portfolio of key client accounts. This role serves as a trusted advisor to customer stakeholders, helping organizations achieve their business objectives through effective adoption and optimization of SurePoint solutions. This role also provides leadership within the Customer Success team by establishing best practices, mentoring team members, leading strategic customer initiatives, and serving as a voice of the customer across the organization.

Responsibilities

Lead strategic relationships with high-value and complex customer accounts, serving as a trusted advisor to executive and operational stakeholders.
Develop and execute customer success plans aligned to customer business goals, adoption objectives, and retention strategies.
Conduct executive business reviews, workshops, process assessments, and strategic planning sessions to maximize customer value and product utilization.
Monitor customer health indicators, adoption metrics, business outcomes, and satisfaction trends to identify risks and opportunities proactively.
Develop and execute account strategies designed to improve retention, expand product adoption, and support revenue growth through renewals, upsell, cross-sell, and professional services opportunities.
Serve as the primary escalation point for complex customer issues, coordinating cross-functional resources to drive timely resolution.
Partner closely with Account Managers, Product, Operations, Support, and Implementation teams to ensure a seamless customer experience.
Act as a customer advocate by gathering and synthesizing customer feedback, market trends, and business requirements to influence product and service improvements.
Identify recurring customer challenges and recommend scalable solutions, processes, and best practices to improve overall customer success outcomes.
Mentor and support Customer Success Managers by sharing knowledge, coaching on customer management strategies, and contributing to onboarding and development efforts.
Contribute to the development of customer success methodologies, playbooks, reporting, and operational processes that improve team effectiveness.
Maintain expertise in industry trends, competitive offerings, and customer business environments to provide strategic guidance and recommendations.

Requirements

6+ years of experience in customer success, account management, consulting, training, sales, or related customer-facing roles.
Strong business acumen and ability to align software solutions with customer operational and strategic objectives.
Outstanding communication, presentation, negotiation, and relationship-building skills.
Strong analytical and problem-solving skills with the ability to interpret customer data and translate insights into action.
Ability to influence and collaborate effectively across all levels of the organization without direct authority.
Proficiency with Salesforce and customer success, sales, and operational reporting tools.
Ability to manage multiple priorities in a fast-paced environment while maintaining a customer-first mindset.
Travel to client locations as needed for strategic meetings, business reviews, and relationship-building activities.

Skills

Customer Success
Account Management
Consulting
Training
Sales
Business Acumen
Communication
Presentation
Negotiation
Relationship-building
Analytical Skills
Problem-solving
Salesforce Proficiency
Customer Success Tools
Sales Reporting Tools
Operational Reporting Tools

Experience Level

Senior

Benefits

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

About the Company

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.
We’re passionate about building tools that reduce administrative work – so our customers can focus on what matters most: serving their clients.

Equal Opportunity

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.