What are the responsibilities and job description for the Customer Success Manager position at MS Shift, Inc.?
The Customer Success Maanger is responsible for ensuring our customers achieve maximum value from our platform. This role combines relationship management, product expertise, and sales-minded upsell strategy to drive customer retention and increase recurring revenue. You will engage accounts throughout their lifecycle — onboarding, adoption, renewal, upselling, and ongoing partnership success.
Key Responsibilities
Customer Relationship & Success
- Serve as the primary day-to-day contact for assigned customers
- Conduct onboarding sessions, product training, and periodic business reviews
- Track product adoption and proactively guide customers on best practices
- Monitor customer health and intervene early to prevent churn
- Resolve customer inquiries efficiently — coordinating with Support when needed
Revenue & Upselling Focus
- Identify upsell and expansion opportunities based on customer needs and usage patterns
- Build strong business cases for additional modules/features, add-on users, and premium support
- Manage renewal pipelines to secure on-time contract renewals
- Work closely with Sales to propose, quote, and close upsells
- Hit quarterly revenue expansion targets (KPIs below)
Insights & Reporting
- Maintain accurate customer data and opportunities in CRM (Salesforce preferred)
- Analyze customer usage trends and recommend feature enhancements
- Gather customer feedback and voice the customer internally
Required Skills & Experience
- 7 years experience in Customer Success, Account Management, or Sales in a SaaS company
- Excellent relationship-building and communication skills
- Strong presentation and product-demonstration abilities
- Proven track record in upselling or revenue growth within accounts
- CRM proficiency (Salesforce)
- Comfortable in fast-paced and evolving environments
Preferred
- Experience working with enterprise clients and multi-location deployments
- Hospitality SaaS experience a plus (security, operations, facilities, concierge, etc.)
- Strong commercial negotiation skills
Career Growth
This role offers a roadmap to Customer Success Manager, Senior CSM, and ultimately CS Director for high performers who demonstrate strong commercial leadership and account growth capability.
Salary : $80,000 - $100,000