Customer Success Manager

1 month ago
Full-time
Mid Level
Customer and Technical Support
Sur Global Services

Sur Global Services

Sur Global Services specializes in facilitating nearshoring solutions, enabling businesses to outsource operations to neighboring countries, thereby enhancing their workforce efficiency and supporting growth in the evolving landscape of remote work.

IT Services

Description

  • Act as the primary point of contact between customers and internal teams (Sales, Product, Support) to ensure effective communication and collaboration.
  • Own the customer lifecycle from onboarding through renewal, providing proactive engagement and oversight of customer journeys.
  • Provide strategic guidance, answer product-related questions, create educational resources, and train customers on best practices.
  • Collaborate with Sales to identify expansion and upsell opportunities and ensure seamless handoffs.
  • Oversee customer health and engagement programs, including business reviews, onboarding plans, and case study generation.
  • Develop deep understanding of products and customers’ business goals to tailor solutions and drive outcomes.
  • Act as the Voice of the Customer for the Product team to influence roadmap and ensure product-market fit and quality.
  • Continuously monitor account usage and industry trends to identify opportunities for value realization and churn prevention.

Requirements

  • C1 English or equivalent proficiency.
  • 3+ years of experience in Customer Success or Account Management (SaaS experience preferred).
  • General understanding of email marketing, data quality, or SaaS platforms.
  • Excellent communication and collaboration skills to bridge customers and internal teams.
  • Proven ability to manage a book of business and competing priorities in a fast-paced environment.
  • Experience with retention strategies, upselling, and customer onboarding (preferred).
  • Ability to think strategically to prioritize tasks and drive customer outcomes.
  • Nice to have: practical understanding of email deliverability fundamentals (reputation, mailbox provider behavior, bounce/deferral handling).
  • Nice to have: familiarity with email authentication and DNS (SPF, DKIM, DMARC, MX/TXT) and SMTP mechanics (handshakes, response codes, retry strategies).
  • Nice to have: experience identifying/handling low-quality or risky email data (disposable, role-based, typo, catch-all) and building safeguards (redaction, privacy controls, non-production send protections); comfort using AI-assisted tools responsibly while maintaining engineering judgment and code quality.

Benefits

  • Base salary: $2,400 to $2,600.
  • Unlimited PTO.
  • Holidays: US or local.

Interested in this position?

Apply directly on the company website

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