Enterprise Customer Success Manager

Suralink Inc•Salt Lake City, UT

2d•Remote

About The Position

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.

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

Nice To Haves

Familiarity with the public accounting industry is preferred

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