Customer Success Manager

🚀 Drive customer success. Build lasting partnerships. Accelerate business growth.

Are you passionate about helping customers achieve their goals while building strong, strategic relationships? If you're looking to take your Customer Success career to a global stage, this opportunity is for you.

Sutherland is one of the world's largest independent business and digital transformation companies, partnering with leading global brands across multiple industries. With headquarters in Rochester, New York, and operations spanning 60+ locations across 19 countries , we help organizations deliver exceptional customer experiences through innovative technology, analytics, and transformation solutions.

We're seeking a Customer Success Manager who thrives in a fast-paced, customer-centric environment and is excited to make a measurable impact on client success, adoption, retention, and growth.

Why Join Sutherland?

✅ Be part of a globally recognized transformation company

✅ Work with enterprise-level clients and cutting-edge SaaS solutions

✅ Influence product adoption, customer growth, and business outcomes

✅ Collaborate with cross-functional teams across Sales, Product, Operations, and Engineering

✅ Build a rewarding career with opportunities for professional growth and advancement

What You'll Do

As a Customer Success Manager, you'll serve as a trusted advisor to customers, helping them maximize the value of our platform while driving long-term success and retention.

Key Responsibilities

• Partner with customers to ensure successful onboarding, adoption, and ongoing value realization
• Identify opportunities for clients to leverage new products, features, and capabilities that support their business objectives
• Develop and execute customer success plans aligned with customer goals and strategic priorities
• Build strong, trusted relationships with key stakeholders and decision-makers
• Lead recurring business reviews, including customer success reviews, quarterly business reviews, and annual strategic planning sessions
• Proactively identify churn risks, adoption gaps, and customer challenges, then develop action plans to improve engagement and retention
• Act as the voice of the customer by providing valuable insights and feedback to Product, Sales, Marketing, Engineering, Operations, Finance, and Technical Support teams
• Connect customers with the right enablement resources, training, and best practices to drive platform utilization and success
• Collaborate cross-functionally to ensure an exceptional customer experience throughout the customer lifecycle

What We're Looking For

Required Qualifications

• At least 1 year of direct and verifiable experience in Customer Success, Account Management, or Consulting , preferably within a SaaS environment
• Experience managing enterprise-level customers and leading recurring customer meetings, business reviews, and strategic discussions
• Bachelor's Degree or equivalent experience in Customer Success, Consulting, Account Management, or a related field
• Excellent verbal and written communication skills with the ability to influence and build relationships at all levels
• Strong customer advocacy mindset with a passion for driving customer satisfaction and business outcomes
• Ability to translate complex technical concepts into business value for both technical and non-technical audiences
• Experience supporting customer adoption initiatives, driving awareness, education, and utilization of solutions
• Strong organizational, strategic planning, and project management skills with the ability to manage multiple priorities

Preferred Qualifications

• Experience working in a B2B SaaS environment
• Familiarity with customer lifecycle management, retention strategies, and customer health metrics
• Proven ability to identify risks and opportunities while delivering measurable customer outcomes

Ready to Make an Impact?

If you're passionate about helping customers succeed, enjoy building meaningful business relationships, and want to be part of a global organization that values innovation and growth, we'd love to hear from you.

Apply today and build your future with Sutherland.