What are the responsibilities and job description for the Sr. Customer Success Manager position at MS Shift, Inc.?
We are seeking a Senior Customer Success Manager to drive customer satisfaction, retention, and growth. This role involves leading a team of CSMs, developing customer relationships, and ensuring customers achieve their desired outcomes with our products/services. The ideal candidate is a strategic thinker, excellent communicator, and customer advocate.
Note: this is on-site position.
Key Responsibilities
Customer Success & Relationship Management
- Serve as a trusted advisor to key customers, helping them maximize value from our solutions.
- Proactively identify customer challenges, risks, and opportunities to drive retention and expansion.
- Develop and execute customer success plans, ensuring long-term satisfaction and adoption.
- Conduct business reviews to track performance and align on strategic goals.
Team Leadership & Mentorship
- Lead, mentor, and develop a team of Customer Success Managers.
- Set KPIs and track performance to ensure team success.
- Foster a collaborative, high-performance culture within the team.
- Provide ongoing coaching and support for team members.
Retention & Expansion
- Drive renewals, upsells, and cross-sell opportunities in collaboration with Sales.
- Reduce churn by proactively identifying and addressing customer pain points.
- Analyze customer usage data to recommend product improvements and additional services.
Process Optimization & Strategy
- Develop and refine customer success processes, playbooks, and best practices.
- Collaborate with Product, Sales, and Support teams to improve customer experience.
- Leverage customer feedback to enhance product offerings and services.
Qualifications & Skills
✅ 8 years of experience in Customer Success, Account Management, or related roles (SaaS experience preferred).
✅ 5 years of leadership or team management experience.
✅ Proven track record of driving customer retention, growth, and satisfaction.
✅ Strong problem-solving, communication, and relationship-building skills.
✅ Experience with CRM & CS tools (e.g., Salesforce, Gainsight, HubSpot, Totango).
✅ Ability to analyze customer data and translate insights into action.
✅ A proactive, customer-first mindset with a strategic approach to success.
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.
Salary : $65,000 - $75,000
