Customer Success Manager

MS Shift, Inc.; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

MS Shift, Inc. seeks a proactive Customer Success Manager to help customers achieve meaningful value from our products and services.

You will be the main point of contact throughout the customer journey, guiding onboarding, adoption, engagement, issue resolution, and ongoing relationship management. The ideal candidate communicates clearly, stays highly organized, works cross-functionally, and is motivated by delivering outstanding customer experiences through effective coordination with Sales,

Qualifications

• 5+ years of experience in customer success or related roles.
• Excellent written and verbal communication.
• Strong relationship-building and interpersonal skills.
• Comfortable communicating with customers by phone or video.
• Ability to manage multiple customers and priorities simultaneously.
• Experience with CRM, ticketing, or project management tools.
• Ability to translate customer needs into actionable steps.
• Collaborative across Sales, Product, Operations, and Support teams.

Responsibilities

• Manage day-to-day relationships with assigned customers as trusted contact.
• Maintain 120+ minutes of customer-facing talk time daily across calls, demos, onboarding sessions, and client touchpoints.
• Guide new customers through onboarding, implementation, training, and early product adoption.
• Develop understanding of customer goals, workflows, and success criteria.
• Proactively engage customers to increase product adoption, satisfaction, and long-term value.
• Monitor customer health, usage, feedback, and engagement to identify risks and opportunities.
• Respond to customer questions and coordinate timely resolution of issues.
• Conduct regular check-ins and communicate product updates, best practices, and recommendations.
• Identify at-risk accounts and develop action plans to improve engagement and retention.
• Gather and communicate customer feedback to Product, Sales, Operations, and other teams.
• Support renewals, expansion opportunities, and customer advocacy initiatives.
• Maintain accurate customer records in CRM and related systems.
• Track and report on customer success metrics, trends, risks, and outcomes.
• Contribute to scalable Customer Success processes.

Skills

Customer Success

Account Management

Communication

Relationship Building

CRM Software

Problem Solving

Tools

CRM software

Ticketing systems

Job description

We are looking for a proactive, customer-focused Customer Success Manager to help customers achieve meaningful value from our products and services. This role will serve as a key point of contact throughout the customer journey, supporting onboarding, adoption, engagement, issue resolution, and ongoing relationship management.

The ideal candidate is an excellent communicator, highly organized, comfortable working cross-functionally, and motivated by creating outstanding customer experiences.

Key Responsibilities

• Manage day-to-day relationships with assigned customers and serve as a trusted point of contact.
• Maintain 120+ minutes of customer-facing talk time daily across calls, demos, onboarding sessions, and other client touchpoints.
• Guide new customers through onboarding, implementation, training, and early product adoption.
• Develop a strong understanding of each customer's goals, workflows, and success criteria.
• Proactively engage customers to increase product adoption, satisfaction, and long-term value.
• Monitor customer health, usage, feedback, and engagement to identify risks and opportunities.
• Respond to customer questions and coordinate timely resolution of product or service issues.
• Conduct regular customer check-ins and communicate relevant product updates, best practices, and recommendations.
• Identify at-risk accounts and develop action plans to improve engagement and retention.
• Gather, document, and communicate customer feedback to Product, Sales, Operations, and other internal teams.
• Support renewals, expansion opportunities, and customer advocacy initiatives where appropriate.
• Maintain accurate customer records, interactions, action items, and account information in CRM and related systems.
• Track and report on customer success metrics, trends, risks, and outcomes.
• Contribute to the development of customer success playbooks, onboarding materials, FAQs, and other scalable resources.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Customer Support, Client Services, or a related customer-facing role.
• Strong written and verbal communication skills.
• Excellent relationship-building and interpersonal skills.
• Comfortable spending a significant portion of the workday actively communicating with customers by phone or video.
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously.
• Analytical and problem-solving mindset with strong attention to detail.
• Ability to understand customer needs and translate them into clear actions and solutions.
• Comfortable collaborating across Sales, Product, Operations, and Support teams.
• Experience using CRM, customer success, ticketing, or project management platforms is preferred.
• Comfortable learning new technology and explaining products or workflows to customers.
• Ability to work independently while contributing effectively within a collaborative team environment.

Success in This Role

Success will be measured through a combination of:

• 120+ minutes of meaningful customer-facing talk time per day
• Customer satisfaction and relationship quality
• Successful onboarding and time-to-value
• Product adoption and customer engagement
• Customer retention and renewal performance
• Identification and mitigation of customer risks
• Quality and responsiveness of customer communication
• Accuracy of CRM and customer documentation
• Customer feedback and advocacy
• Contribution to scalable Customer Success processes

Core Competencies

Customer First: Understand customer objectives and advocate for solutions that create measurable value.

Ownership: Take responsibility for customer needs and follow through until issues and action items are resolved.

Communication: Communicate clearly, professionally, and proactively with customers and internal stakeholders.

Problem Solving: Identify root causes, evaluate options, and coordinate practical solutions.

Collaboration: Work effectively across teams to deliver a consistent customer experience.

Continuous Improvement: Look for opportunities to improve processes, resources, and the overall customer journey.