Associate Customer Success Manager

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:

The Associate Customer Success Manager is responsible for building and maintaining strong relationships with customers. This role serves as a primary point of contact and trusted advisor, proactively guiding customers to achieve their business goals through effective use of our solutions.

The Associate CSM anticipates customer needs, identifies opportunities for growth and optimization, and leverages data and AI-driven insights to deliver measurable value. This role focuses on driving adoption, improving customer outcomes, and ensuring consistently proactive, high-quality customer experience.

This role reports to the Manager of Customer Success and is based in Austin, Texas, with a hybrid work schedule.

Responsibilities and Duties:

• Serve as the main point of contact for customers, handling escalations and coordinating with other teams within the organization to address complex issues.
• Support customers through the onboarding phase, helping them understand product features, and escalating questions to senior team members as needed.
• Act as a customer advocate within the company, conveying customer feedback, suggestions, and concerns to relevant teams to drive product/service improvements.
• Deliver a consistently high-quality customer experience across all touchpoints, as measured by CSAT/NPS feedback.
• Performance will be evaluated against defined activity and outcome metrics (e.g., touchpoint completion, adoption/usage trends, response times, CSAT/NPS).
• Proactively schedule and maintain a regular touchpoint cadence with assigned accounts, with increased engagement frequency ahead of renewal periods or when health indicators signal risk.
• Conduct webinars, process audits and workshops to drive adoption and optimize product usage.
• Use usage and support data (e.g. Pendo, case trends) to proactively flag at-risk accounts and emerging issues before they escalate.
• Partner with the Account Managers on account plans to retain customers and reduce churn.
• Support retention efforts through proactive engagement and value demonstration.
• Apply AI tools to improve efficiency in customer communications and leverage data insights to improve the customer experience.
• Maintain a strong understanding of industry trends, customer needs, and the competitive landscape through customer interviews, user groups and other engagements.

Skills and Qualifications:

• 1-3 years of experience in customer success, customer service, sales support, training, or a related field
• Problem-solving mindset with a proactive and solution-oriented approach to customer engagement
• Strong communication and interpersonal skills, with the ability to build rapport with customers
• Organizational and time management skills, with the ability to handle multiple priorities
• Experience in SaaS environments and familiarity with CRM tools (e.g., Salesforce)
• Willingness to learn quickly, adapt to change, and grow within the role
• Ability to manage day-to-day responsibilities independently while knowing when to seek guidance
• Hands-on experience using AI chat tools (e.g. ChatGPT, Claude, CoPilot) for research, drafting, or problem-solving – not just familiarity, actual regular use
• Curiosity and eagerness to learn and adopt emerging AI technologies
• Ability to travel occasionally as needed
• Ability to interpret data and translate insights into actionable recommendations for customers
• Knowledge of the legal industry is a plus

At SurePoint, we know our people are our greatest strength. That’s why we offer a comprehensive total rewards package – and we’re 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 www.surepoint.com 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.