Head of Customer Success & Growth (SaaS)

MS Shift, Inc.; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

MS SHIFT is seeking a Senior Director of Client Success to lead our Customer Success team, driving customer satisfaction and retention while scaling the function in a fast-paced environment.

The Senior Director will onboard customers, collaborate with product and sales teams, and translate customer needs into initiatives that expand platform adoption and revenue growth. A proven leadership track record is required.

Qualifications

• 10+ years of customer success experience in a SaaS or software organization in a B2B context.
• 5+ years of experience managing and scaling customer success teams.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks effectively.
• Natural leadership skills and the ability to motivate a team.

Responsibilities

• Build and lead a world-class Customer Success team focused on driving customer satisfaction and upselling new systems.
• Collaborate with other departments to identify opportunities to improve the customer experience.
• Develop and maintain strong customer relationships, enabling platform adoption and growth.
• Successfully onboard customers to MS SHIFT after handoff from the sales team, including trainings and demos.
• Understand our product and quickly determine whether customer requests are achievable with current functionality.
• Continuously improve processes and procedures to ensure the highest level of customer satisfaction.
• Own and manage customer escalation situations at a senior level.
• Translate customer needs and objectives into product initiatives and collaborate with the product team to implement them.
• Proactively anticipate opportunities to expand or improve product offerings.
• Build and lead training initiatives including content development, events, and mentoring.

Skills

Customer success

Leadership

Communication

Analytical skills

Prioritization

Education

Bachelor’s degree in business, communications, marketing or related field

Job description

MS SHIFT is seeking a Senior Director of Client Success to lead our Customer Success team, driving customer satisfaction and retention while scaling the function in a fast-paced environment.

The Senior Director will onboard customers, collaborate with product and sales teams, and translate customer needs into initiatives that expand platform adoption and revenue growth. A proven leadership track record is required.