Customer Success Manager

MS Shift is expanding—and we're hiring a motivated and customer-centric Customer Success Manager to help our clients get the most from our security and operations software suite.

You’ll be the face of MS Shift post-sale: leading onboarding, providing training, ensuring adoption, and driving customer satisfaction. This is a hands-on role where your communication and problem-solving skills will directly influence retention, renewal, and customer growth.

Note: this is on-site position.

Key Responsibilities

Customer Relationship Management

• Serve as the main point of contact for assigned customer accounts.
• Build trust with key stakeholders and ensure customer satisfaction throughout the lifecycle.
• Conduct regular check-ins and quarterly business reviews.

Upsell & Cross-sell Support

• Identify opportunities for account expansion and work with Sales to close deals.
• Position new features, modules, and services to existing customers.
• Track and report pipeline activities in Salesforce.

Cold Calling & Prospecting

• Conduct outbound cold calls to re-engage dormant accounts or expand within existing accounts.
• Maintain a minimum of 180 minutes of daily talk time (calls, demos, customer check-ins).

• Onboarding & Retention
• Guide customers through onboarding, ensuring a smooth setup and early adoption.
• Monitor customer health and take proactive steps to reduce churn.
• Escalate issues internally and ensure timely resolution.

Demos & Training

• Deliver tailored product demos to prospects and customers.
• Conduct training sessions and webinars to improve product adoption.
• Create or share training resources to enable customer success.

CRM & Reporting

• Use Salesforce CRM daily to log activities, calls, demos, and customer engagement.
• Maintain accurate records of upsell opportunities, renewals, and risks.
• Provide reports on account health and expansion opportunities.
• Internal Collaboration
• Work closely with Sales, Product, and Support teams to ensure seamless customer experience.
• Share customer insights and feedback to improve product and processes.

Qualifications

• 5 years of experience in Customer Success, Account Management, or Sales within a SaaS/Tech company.
• Experience with upselling, cross-selling, cold calling, and product demos/training.
• Strong working knowledge of Salesforce CRM (activity tracking, pipeline reporting, dashboards).
• Excellent communication, relationship-building, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple accounts at once.
• Bachelor’s degree in Business, Communications, or related field preferred.

Key Performance Indicators (KPIs)

• Customer Retention & Renewal Rate
• Net Revenue Retention (NRR)
• Upsell / Cross-sell opportunities generated & closed
• 180 minutes daily talk time
• Demo-to-adoption conversion rate
• Salesforce activity logging accuracy & timeliness

Compensation & Benefits

• Competitive base salary.
• 10% sales commission on each ARR upsell.
• Performance bonus opportunities tied to customer success KPIs.
• Health, dental, vision, and retirement benefits.
• Career growth and professional development opportunities.

MS Shift is an equal opportunity employer. We value diversity and do not discriminate based on race, religion, gender, sexual orientation, age, disability status, or veteran status.