What are the responsibilities and job description for the Customer Success Specialist position at MS Shift, Inc.?
MS SHIFT is a rapidly scaling enterprise SaaS platform powering security, operations, and guest services for leading global hospitality brands.
We’re looking for a high-energy, revenue-driven Customer Success Specialist who thrives in a fast-paced environment and wants to directly impact client success, product adoption, and company growth.
💼 What You’ll Own
- Lead onboarding, training, and live product demos for new and existing clients
- Act as the primary point of contact for daily client engagement
- Drive platform adoption across multiple properties and teams
- Identify and execute on upsell and expansion opportunities
- Partner closely with Sales and leadership to maximize client value and retention
📊 Performance Expectations
- 3 hours of talk time daily (calls, demos, client touchpoints)
- 8 video calls per week
- Consistent delivery of demos, trainings, and follow-ups
- Direct contribution to adoption metrics, retention, and revenue growth
🔥 Who You Are
- Competitive, accountable, and execution-focused
- Confident communicator with strong demo and presentation skills
- KPI-driven and motivated by performance targets
- Experience in SaaS and Customer Success (required)
- Comfortable owning a book of business and driving outcomes
🔧 Requirements
- 5 years of experience in Customer Success, Account Management, or SaaS Sales
- 3 years of experience running demos, train clients, and drive adoption
- Strong experience working with CRM systems (Salesforce preferred)
- Track record of meeting or exceeding KPIs and performance targets
- Ability to manage multiple clients and priorities in a fast-paced environment
- Strong organizational and follow-up skills with attention to detail
- Comfortable with onsite role in NYC
🌟 Why MS SHIFT
- Trusted by top global hotel brands
- High-growth company with real ownership and visibility
- Clear path to Account Management and leadership roles
- Performance-driven culture with strong upside potential