Assumes ownership of the client relationship within the SMB segment, serving as primary point of contact while building trust and understanding of clients’ businesses
Manages a revenue-based book of business, tracking recurring revenue goals and quotas, churn, and software adoption
Performs proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developments
Identifies opportunities to expand recurring revenue through cross-selling and up-selling
Proactively monitors activity of current customers for signals that require outreach, escalation, or churn
Coordinates and manages client contract renewal process
Drives negative MRR (monthly recurring revenue) churn to maximize the lifetime value of customer
Attends internal trainings on new offerings to maintain knowledge of current product offerings
Takes on new responsibilities when assigned by senior Client Success personnel
Coordinates with clients participating in beta projects to ensure feedback is communicated efficiently to Product and Development teams

BS/BA degree preferred
Previous experience as a manager in Salon/Spa/Med Spa industry, or a previous role in Customer Success, Account Management, or Professional Services within a SaaS organization
Knowledge of general Customer Success processes
Excellent communication and interpersonal skills
High computer literacy and ability to learn new software
Completion of basic MSI training curriculum

Client Success Manager

Key skills