Strategic CSM: Onboarding, Adoption & Growth

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.