Senior Client Success Manager

MRI India; Cleveland (OH); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Join our employee-led resource groups

Flex at MRI program — 16 extra hours t

Paid time to volunteer (16 hours)

Employee referral rewards

Healthcare benefits for you and family

Parental Leave and support perks

Work from anywhere in the world for 2

Job summary

MRI Software in Cleveland, OH seeks a Senior Client Success Manager to nurture long-term client relationships, understand needs, and coordinate with internal teams to deliver tailored solutions that drive satisfaction and retention.

You will act as the main point of contact for assigned clients, monitor client health, and guide product adoption while coordinating with product, support, and sales teams to improve offerings. The role emphasizes proactive engagement and expansion opportunities.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• 3+ years of experience in account management, client services, or a similar role.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to manage multiple accounts and projects simultaneously.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.

Responsibilities

• Build and maintain strong, long-term relationships with a portfolio of clients, focusing on satisfaction, retention, and success.
• Serve as the primary point of contact for client inquiries, issues, and escalations.
• Monitor client satisfaction and implement improvements as needed.
• Drive product/service adoption by educating clients, providing tailored recommendations, and guiding them through best practices.
• Monitor client health and engagement metrics, proactively identifying risks and opportunities.
• Develop and execute retention strategies that increase client loyalty and reduce churn.
• Lead regular client check-ins, success reviews, and feedback sessions to reinforce value and uncover unmet needs.
• Act as the voice of the client internally, working with product, support, and sales teams to improve offerings and experiences.
• Support onboarding and training initiatives to ensure clients are set up for long-term success.
• Identify and nurture potential expansion opportunities through upselling or cross-selling.
• Maintain accurate records of account activity, engagement, and growth opportunities in CRM systems.

Skills

Interpersonal communication

CRM proficiency

Multitasking

Problem solving

Customer-first mindset

Sales collaboration

Education

Bachelor’s degree

Tools

Salesforce

HubSpot

Job description

Job Summary

We are seeking a proactive and personable Senior Client Success Manager to nurture long-term relationships with our clients and ensure a seamless client experience. The Senior CSM will act as the main point of contact for assigned clients, understand their needs, and coordinate with internal teams to deliver tailored solutions that drive satisfaction and retention.

Key Responsibilities

• Build and maintain strong, long-term relationships with a portfolio of clients, focusing on satisfaction, retention, and success
• Serve as the primary point of contact for client inquiries, issues, and escalations
• Monitor client satisfaction and implement improvements as needed
• Drive product/service adoption by educating clients, providing tailored recommendations, and guiding them through best practices
• Monitor client health and engagement metrics, proactively identifying risks and opportunities
• Develop and execute retention strategies that increase client loyalty and reduce churn
• Lead regular client check-ins, success reviews, and feedback sessions to reinforce value and uncover unmet needs
• Act as the voice of the client internally, working with product, support, and sales teams to improve offerings and experiences
• Support onboarding and training initiatives to ensure clients are set up for long-term success
• Identify and nurture potential expansion opportunities through upselling or cross-selling
• Maintain accurate records of account activity, engagement, and growth opportunities in CRM systems

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or related field
• 3+ years of experience in account management, client services, or a similar role
• Strong interpersonal and communication skills, both written and verbal
• Ability to manage multiple accounts and projects simultaneously
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite
• Problem-solving mindset and a customer-first attitude

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates,

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes that. We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:

• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of the Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional‑specific healthcare benefits for you and your family.
• Big on family? So we work. Our Parental Leave and parental support perks allow your works.
• Maintain amazing.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
• And more!

Now, take a glimpse into some of the fun we have here: MRI Software Instagram