MS Shift, Inc.
Role Summary
Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. Own the post-sale customer journey end-to-end. Drive revenue expansion via value-led demos and compelling enablement, while lifting adoption, retention, and NPS. Lead CX, Enablement/Training, and Solution Consultants to deliver a consistent, measurable customer experience. Responsibilities: Revenue & Upsell Build an expansion motion (playbooks, triggers, cadences) with Sales/RevOps. Run executive value reviews and roadmap demos tied to quantified outcomes. Partner with PMM to craft upgrade narratives and pricing/packaging assists. Demos & Solution Consulting Standardize discovery → demo → business case → close-won handoff. Create demo scripts, reference environments, and ROI calculators. Coach AEs/CSEs on storytelling and objection handling. Training & Enablement Own customer academy: curricula, certification paths, release trainings. Launch role-based learning (admin, power user, exec) with measurable proficiency. Build scalable content: guides, labs, webinars, in-app tours. Customer Success Operations Define health scoring, lifecycle stages, and playbook automation. Stand up QBR/EBR framework and executive sponsorship program. Instrument product adoption dashboards; close the loop with Product on feedback. Leadership Hire, mentor, and performance-manage CX, SC, and Training teams. Forecast headcount/capacity; manage budget and vendor ecosystem. Requirements 8–12+ years in Customer Success / Solutions / Enablement; 4+ leading managers. Proven expansion results (upgrade/attach, cross-sell) in B2B SaaS. Expert in discovery, value engineering, and enterprise demos. Built customer education programs (LMS, certifications) at scale. Data-driven operator: lifecycle metrics, cohort analysis, experimentation. Strong executive presence; excellent written and live facilitation skills. Success Metrics (KPIs) Net Revenue Retention (NRR) & Gross Revenue Retention (GRR) Expansion ARR (new ACV from existing accounts), Attach/Adoption rates Time-to-Value (TTV) and Product Activation benchmarks Training: course completions, certification rates, CSAT, impact on usage NPS/CSAT, Escalation rate/MTTR, QBR coverage Demo-to-deal conversion (for expansion and new modules) Tooling Stack CRM/CS Ops: Salesforce Enablement: Highspot/Seismic, Gong/Wisdom for call libraries Training: LMS (Docebo/Lessonly), in-app guides (Pendo/Appcues), webinar tools Analytics: Looker/Power BI, Product analytics (Amplitude/Mixpanel) 30/60/90 Plan 30 days:
Audit customer journey, segment health, upsell pipeline, demo assets, training catalog. Meet top 20 accounts. Baseline metrics and gaps. 60 days:
Ship v1 lifecycle playbooks, standardized demo scripts, and a role-based training path. Pilot two expansion plays with A/B measurement. 90 days:
Roll out academy + certifications, exec QBR framework, and health scoring revamp. Publish CX dashboard; commit quarterly NRR/expansion targets. Team Structure (example) Dir. Customer Success (Segment A/B/C) Sr. Manager, Solution Consulting & Demos Sr. Manager, Customer Education & Certification CS Ops Lead (RevOps dotted line) Interview Prompts (use these) “Walk me through an expansion play you designed—baseline, hypothesis, experiment, lift.” “Show me a demo storyline that moved an upgrade forward—what changed for the buyer?” “How did you tie training completion to product adoption and revenue?” “Describe your health score model—inputs, thresholds, actions.” Nice-to-Haves Public speaking/webinar chops; conference training sessions delivered Industry domain knowledge (your vertical) Experience with multi-product packaging and value metrics
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Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. Own the post-sale customer journey end-to-end. Drive revenue expansion via value-led demos and compelling enablement, while lifting adoption, retention, and NPS. Lead CX, Enablement/Training, and Solution Consultants to deliver a consistent, measurable customer experience. Responsibilities: Revenue & Upsell Build an expansion motion (playbooks, triggers, cadences) with Sales/RevOps. Run executive value reviews and roadmap demos tied to quantified outcomes. Partner with PMM to craft upgrade narratives and pricing/packaging assists. Demos & Solution Consulting Standardize discovery → demo → business case → close-won handoff. Create demo scripts, reference environments, and ROI calculators. Coach AEs/CSEs on storytelling and objection handling. Training & Enablement Own customer academy: curricula, certification paths, release trainings. Launch role-based learning (admin, power user, exec) with measurable proficiency. Build scalable content: guides, labs, webinars, in-app tours. Customer Success Operations Define health scoring, lifecycle stages, and playbook automation. Stand up QBR/EBR framework and executive sponsorship program. Instrument product adoption dashboards; close the loop with Product on feedback. Leadership Hire, mentor, and performance-manage CX, SC, and Training teams. Forecast headcount/capacity; manage budget and vendor ecosystem. Requirements 8–12+ years in Customer Success / Solutions / Enablement; 4+ leading managers. Proven expansion results (upgrade/attach, cross-sell) in B2B SaaS. Expert in discovery, value engineering, and enterprise demos. Built customer education programs (LMS, certifications) at scale. Data-driven operator: lifecycle metrics, cohort analysis, experimentation. Strong executive presence; excellent written and live facilitation skills. Success Metrics (KPIs) Net Revenue Retention (NRR) & Gross Revenue Retention (GRR) Expansion ARR (new ACV from existing accounts), Attach/Adoption rates Time-to-Value (TTV) and Product Activation benchmarks Training: course completions, certification rates, CSAT, impact on usage NPS/CSAT, Escalation rate/MTTR, QBR coverage Demo-to-deal conversion (for expansion and new modules) Tooling Stack CRM/CS Ops: Salesforce Enablement: Highspot/Seismic, Gong/Wisdom for call libraries Training: LMS (Docebo/Lessonly), in-app guides (Pendo/Appcues), webinar tools Analytics: Looker/Power BI, Product analytics (Amplitude/Mixpanel) 30/60/90 Plan 30 days:
Audit customer journey, segment health, upsell pipeline, demo assets, training catalog. Meet top 20 accounts. Baseline metrics and gaps. 60 days:
Ship v1 lifecycle playbooks, standardized demo scripts, and a role-based training path. Pilot two expansion plays with A/B measurement. 90 days:
Roll out academy + certifications, exec QBR framework, and health scoring revamp. Publish CX dashboard; commit quarterly NRR/expansion targets. Team Structure (example) Dir. Customer Success (Segment A/B/C) Sr. Manager, Solution Consulting & Demos Sr. Manager, Customer Education & Certification CS Ops Lead (RevOps dotted line) Interview Prompts (use these) “Walk me through an expansion play you designed—baseline, hypothesis, experiment, lift.” “Show me a demo storyline that moved an upgrade forward—what changed for the buyer?” “How did you tie training completion to product adoption and revenue?” “Describe your health score model—inputs, thresholds, actions.” Nice-to-Haves Public speaking/webinar chops; conference training sessions delivered Industry domain knowledge (your vertical) Experience with multi-product packaging and value metrics
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