Sr. Customer Success Manager

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

The ideal candidate will be responsible for ensuring customer adoption, retention, and expansion—while proactively driving upsell and cross-sell opportunities. This role blends relationship management, business acumen, SaaS expertise, and a proactive sales mindset, including cold calling, demos, product training, Salesforce reporting, and consistent client engagement.

Note: this is on-site position.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for a portfolio of enterprise and mid-market accounts.
• Build and maintain long-term relationships with key stakeholders and decision-makers.
• Conduct regular Executive Business Reviews (EBRs) to align product value with client business objectives.

Upsell & Cross-sell Ownership

• Identify and pursue expansion opportunities within existing accounts, leveraging deep product knowledge to recommend complementary modules and services.
• Partner with Sales and Product teams to scope, position, and close upsell and cross-sell opportunities.
• Consistently achieve or exceed revenue growth targets tied to customer expansion.

Cold Calling & Prospecting

• Conduct outbound cold calls and outreach to dormant or underutilized accounts to re-engage customers.
• Drive new product/module introductions by initiating targeted conversations with decision-makers.
• Maintain a minimum of 180 minutes of daily talk time to ensure consistent pipeline activity and client engagement.

Customer Success & Retention

• Drive onboarding, adoption, and value realization to reduce churn and increase Net Revenue Retention (NRR).
• Proactively identify risks and implement account health strategies.
• Act as the customer advocate internally to ensure timely resolution of issues.

Demos & Training

• Deliver tailored product demos to customers and prospects to showcase value and encourage adoption.
• Conduct training sessions and webinars to ensure customers and their teams are fully equipped to use the platform effectively.
• Develop and share best practices and training documentation.

CRM & Salesforce Reporting

• Leverage Salesforce CRM to log all calls, track talk time, manage pipeline activities, and monitor customer health.
• Maintain accurate records of opportunities, expansions, renewals, and customer engagement metrics.
• Generate and present reports/dashboards for leadership visibility on account performance.

Strategic Account Growth

• Develop account success plans tailored to customer goals and industry trends.
• Leverage data and customer insights to inform expansion strategies.
• Collaborate with Marketing to identify customer success stories, references, and case studies.

Internal Collaboration & Leadership

• Work closely with Sales, Product, and Support to provide a seamless customer journey.
• Share market intelligence and customer feedback to influence product roadmap.
• Mentor junior CSMs and contribute to scaling Customer Success best practices.

Qualifications

• 10 years of experience in Customer Success, Account Management, or Sales within a SaaS/Technology environment.
• 5 years proven track record of upselling, cross-selling, cold calling, demos, and training delivery.
• Hands-on Salesforce CRM experience is required (logging activities, building dashboards, pipeline management, reporting).
• Strong understanding of SaaS business models, customer lifecycle, and metrics (NRR, ARR, churn, adoption, etc.).
• Excellent communication, presentation, and negotiation skills.
• Ability to manage executive stakeholders and influence without authority.
• Experience with additional CS tools (Gainsight, Totango, HubSpot, etc.) is a plus.
• Bachelor’s degree required; MBA or advanced degree preferred.

Key Performance Indicators (KPIs)

• Net Revenue Retention (NRR)
• Upsell / Cross-sell pipeline & conversion rate
• Minimum 240 minutes of daily talk time (tracked via Salesforce)
• Cold calling outreach success (connects → demos → conversions)
• Demo-to-adoption conversion rate
• Customer retention & renewal rate
• Customer Health Score improvements
• Accuracy & timeliness of Salesforce activity logging and reporting

Compensation & Benefits

• Competitive base salary.
• 10% sales commission on each ARR upsell (paid on closed/won expansion deals).
• Performance bonus opportunities tied to retention and customer success metrics.
• Comprehensive benefits (health, dental, vision, retirement plans).
• Professional development and leadership growth opportunities.

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.