Enterprise Customer Success Manager

Description

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 an Enterprise Customer Success Manager at Surecomp, you will act as a strategic partner to large enterprise customers, helping them transform and optimize their trade finance operations through our SaaS platforms. You will own the entire post-sale relationship, from complex onboarding and implementation to long-term expansion, ensuring customers successfully adopt and scale our solutions across their organization.

In this role, you will lead large and complex onboarding and implementation programs for banks and corporate enterprises, acting as the primary project leader throughout the deployment journey. You will be responsible for planning, coordinating, and executing implementation initiatives, while guiding customers through organizational change, operational alignment, and technical integration.

This role requires strong project management capabilities, including milestone planning, budget awareness, implementation planning, and structured governance meetings. You will work closely with senior customer stakeholders, internal development teams, and technical experts to ensure successful implementation and long-term value realization.

You will collaborate with cross-functional teams and act as a trusted advisor to executive stakeholders, ensuring long-term satisfaction, retention, and strategic 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, operational workflows, and technical environments.
• Lead complex customer onboarding and implementation programs, managing long-term projects involving banks and corporate enterprises adopting Surecomp’s SaaS platforms.
• Act as the project leader for customer implementations, responsible for planning, milestone tracking, execution, and delivery coordination across internal and customer teams.
• Manage project governance structures including status meetings, steering committees (SteerCo), executive briefings, and implementation reviews.
• Work closely with customers to adapt and align Surecomp solutions to their operational processes, ensuring successful adoption within their trade finance environment.
• Coordinate and manage complex integrations with internal banking systems, third-party platforms, and financial messaging networks.
• Drive revenue growth through upsell and renewal opportunities, aligned with a clear enterprise account strategy.
• Monitor account health metrics and proactively address risks, project delays, or adoption challenges.
• Collaborate with Product, R&D, Professional Services, and Support teams to ensure customer feedback influences product roadmaps and service improvements.
• Serve as the customer advocate within Surecomp, ensuring internal stakeholders remain aligned with customer priorities and expectations.
• Maintain accurate CRM records and manage a data-driven pipeline for expansion and renewal activity.

Requirements

Knowledge and Experience

• 5+ years of experience in Customer Success, Enterprise Account Management, Implementation Management, or Program Management within a SaaS environment.
• Proven experience managing large enterprise implementations or complex onboarding projects, including planning, execution, and stakeholder coordination.
• Strong project management experience, including milestone tracking, implementation planning, and delivery governance.
• Experience working with executive stakeholders and complex enterprise environments.
• 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 complex enterprise programs.

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).
• Experience managing enterprise digital transformation or financial systems implementation projects.

Skills

• Strong project management and program leadership capabilities, including planning, milestone management, and execution oversight.
• Ability to manage complex enterprise implementations involving multiple stakeholders and technical integrations.
• Strong verbal and written communication skills in English, with the ability to confidently engage senior and executive stakeholders.
• Ability to lead high-touch governance meetings, executive reviews, and steering committees.
• Data-driven mindset and ability to turn customer health metrics and implementation progress into strategic actions.
• Ability to thrive in a global, multicultural environment.
• Strong organizational and time management skills.
• Capability to prioritize tasks effectively and manage multiple enterprise initiatives simultaneously.