What are the responsibilities and job description for the Customer Success Manager position at SurePoint Technologies?
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. We’re 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 client’s 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
Benefits Include
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.
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. We’re 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 client’s 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 software’s features and how we may customize for their needs
- Conduct webinars, process audits and workshops to help clients make the most of the software’s 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.
- 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
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
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.