Strategic Customer Success Manager: Adoption & Retention

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

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,