Customer Success Manager (CSM)

MS Shift, Inc.; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

MS SHIFT is seeking a Customer Success Manager to join our growing team. The CSM will be responsible for managing relationships with clients and ensuring their success with our software — a crucial role that requires a combination of relationship building, problem solving, and communication skills.

The CSM will own the entire post-sales relationship, including onboarding, ongoing retention, and up-selling/expansion.

Qualifications

• Bachelor’s degree in business, marketing, communications or a related field.
• 5+ years of experience as a CSM at a SaaS or technology company.
• Strong verbal and written communication, strategic planning, and project management skills.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Comfortable working across multiple departments in a deadline-driven environment.

Responsibilities

• Develop and maintain strong relationships with clients, serving as their primary point of contact for all issues and inquiries related to our products and services.
• Identify opportunities to upsell and expand our services with existing clients.
• Manage and conduct the entire post-sale process, including client onboarding, implementation, training, increasing adoption, and ensuring retention.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, along with customer support content.
• Communicate effectively with internal and external senior-level management to understand customer needs and maximize retention and growth.
• Track client performance metrics and provide regular reports to senior leadership.
• Collaborate with cross-functional teams including sales to ensure deliverables are on time.

Job description

MS SHIFT is seeking a Customer Success Manager to join our growing team. The CSM will be responsible for managing relationships with clients and ensuring their success with our software — a crucial role that requires a combination of relationship building, problem solving, and communication skills.

The CSM will own the entire post-sales relationship, including onboarding, ongoing retention, and up-selling/expansion. Through calls, email, and webinars, you’ll build strong relationships that persist through (and lengthen) the customer life cycle, acting as the friendly face of MS SHIFT.

Responsibilities

• Develop and maintain strong relationships with clients, serving as their primary point of contact for all issues and inquiries related to our products and services.
• Identify opportunities to upsell and expand our services with existing clients.
• Manage and conduct the entire post-sale process, including client onboarding, implementation, training, increasing adoption, and ensuring retention.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, along with customer support content.
• Communicate effectively with internal and external senior-level management to understand customer needs and maximize retention and growth.
• Track client performance metrics and provide regular reports to senior leadership.
• Collaborate with cross-functional teams including sales to ensure deliverables are on time.

Qualifications

• Bachelor’s degree in business, marketing, communications or a related field.
• 5+ years of experience as a CSM at a SaaS or technology company.
• Strong verbal and written communication, strategic planning, and project management skills.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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