Millennium Systems International

Manager, Client Success

Millennium Systems International

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $60,000 - $85,000 per year

About the role

  • Assumes ownership of the Client Success team responsible for preserving the client relationship within the organization
  • Works as the head of the CS team to track overall team recurring revenue goals and quotas, churn, and software adoption to scale the organization
  • Institutes new processes and improvements for the CS team focused on reduction in churn, campaign initiatives, and client engagement
  • Serves as an escalation point for CSM’s when additional client assistance is needed
  • Accepts ownership of a smaller subset of accounts within the highest revenue driving client segment in the organization, serving as primary point of contact while building trust and understanding of clients’ businesses
  • Performs proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developments
  • Identifies opportunities for the CS team to expand recurring revenue through cross-selling and up-selling initiatives
  • Proactively monitors activity of current clients for signals that require outreach, escalation, or churn
  • Coordinates and manages client contract renewal process alongside Executive management team
  • Drives negative MRR (monthly recurring revenue) churn to maximize the lifetime value of a client
  • Attends internal trainings on new offerings to maintain knowledge of current product offerings
  • Acts as the lead within the company alongside Product on beta projects for clients to ensure feedback is recorded and tracked for future product improvement
  • Proactively finds ways to improve themselves and department while representing the Client Success team to the rest of the company
  • Works with Executive leadership to monitor KPI’s and pinpoint areas for improvement or updating
  • Coordinates and distributes new hire training agenda and processes

Requirements

  • BS/BA degree required
  • 6-8+ years of experience in a Client Success, Account Manager, or Professional Services role, preferably within a SaaS organization
  • 6-8+ years of experience in a team lead or management role with a track record of managing highly effective teams within the Client Success or Account Management field, preferrable within a SaaS organization
  • 3-5+ years of Meevo Software experience preferred
  • Experience working with account segmentation models and advanced client reporting to measure and track KPIs
  • Deep understanding of client concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Excellent communication and interpersonal skills
  • High computer literacy and ability to learn new software
  • Completion of basic MSI training curriculum
  • Ability to establish milestones and keep CSM team on task
  • Ability to transform broad ideas into specific solutions and processes
  • Extremely positive attitude, detail oriented and goal driven
  • Experience analyzing and optimizing the existing processes in the Client Success department
  • Experience in managing a diverse group and training each according to company standards
Benefits
  • Paid Time Off (PTO) and Holidays
  • Medical, Dental, and Vision Benefits
  • Life Insurance
  • Long-Term and Short-Term Disability Insurance
  • 401(k) Retirement Plan
  • Pay Transparency
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Client SuccessAccount ManagementKPI trackingaccount segmentation modelsclient reportingprocess improvementcross-sellingup-sellingtroubleshootingSaaS
Soft Skills
communicationinterpersonal skillsteam leadershipproblem-solvinggoal-drivendetail-orientedpositive attitudetrainingclient engagementtrust building
Certifications
BS/BA degreeMSI training curriculum