Customer Success Manager

Who we are?

Surecomp® is the market-leading provider of digital trade finance solutions for corporates and financial institutions. An industry pioneer for more than thirty-five years, we enable seamless, sustainable trade by breaking down barriers and fostering collaboration. Our award-winning portfolio of cloud and on-premises solutions streamlines the trade finance lifecycle for frictionless transaction processing, enhanced risk mitigation, compliance, decision support, and growth. Underpinned by global offices and an extensive partner network, our prestigious customer footprint spans over eighty countries across the

Our Vision and Mission

We believe that Sustainable global trade promotes growth and improves people’s lives. The better the world trades, the better society is.

Our Mission is to enable seamless sustainable trade for everyone by removing barriers and facilitating collaboration.

About the Role

As a Customer Success Manager at Surecomp, you will act as a strategic partner to enterprise customers, guiding them to achieve maximum value from our solutions and helping them transform and optimize their trade finance operations through our SaaS platforms. You will own the entire post-sale relationship, from onboarding to expansion, helping clients succeed while driving revenue through upsell and renewal opportunities.

A key part of this role is leading the onboarding of banks and corporate customers onto Surecomp’s SaaS platforms. This is a hands-on role that requires guiding customers through their implementation and adoption journey, providing coaching, training, and advisory support to ensure they successfully integrate our solutions into their trade finance operations.

You will collaborate with cross-functional teams and become a trusted advisor to customers, ensuring long-term satisfaction, retention, and account growth.

Location: Europe - Remotely.

Reporting to: Vice President of Customer Success

Roles and Responsibilities

• Develop and maintain strong, strategic relationships with enterprise customers by understanding their business objectives, workflows, and technical environments.
• Lead the entire customer lifecycle, including onboarding, adoption, satisfaction, retention, and expansion.
• Own and actively guide the onboarding process for banks and corporate customers onto Surecomp’s SaaS platforms, providing hands-on support, training, and coaching throughout their journey.
• Advise customers on best practices for trade finance processes and platform usage, helping them successfully adopt the solution within their operational environment.
• Drive revenue growth through upsell and renewal opportunities, aligned with a clear account strategy.
• Monitor account health metrics and proactively address risks and pain points to reduce churn.
• Collaborate with Product, R&D, and Support teams to ensure customer feedback influences product roadmaps and service improvements.
• Serve as the customer advocate within Surecomp, ensuring internal stakeholders stay aligned with customer needs and expectations.
• Maintain accurate CRM records and manage a data-driven pipeline for expansion and renewal activity.

Knowledge and Experience 

• 3+ years of experience in Customer Success, Account Management, Implementation, or a similar role within a SaaS environment.
• Experience working directly with customers during onboarding or implementation phases, including training, coaching, and guiding customers through system adoption.
• Proven success managing enterprise accounts and consistently exceeding expansion and renewal targets.
• Commercially savvy with strong negotiation and stakeholder engagement skills.
• Proficiency in CRM tools and Customer Success platforms.
• Experience working with cross-functional teams to deliver outstanding customer outcomes.

Advantages

• Experience in the trade finance domain, especially in commodities.
• Experience working with trade finance technology platforms, banking systems, or financial messaging networks (e.g., SWIFT).

 Skills 

• Data-driven mindset and ability to turn customer health metrics into strategic actions.
• Strong verbal and written communication skills in English, with a consultative and confident style.
• Ability to coach, train, and guide customers through onboarding and platform adoption.
• Ability to thrive in a global, multicultural environment.
• Strong organizational and time management skills.
• Capability to prioritize tasks effectively and meet deadlines