MS Shift, Inc.
This range is provided by MS Shift, Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $60,000.00/yr - $70,000.00/yr
Additional compensation types
Commission
Direct message the job poster from MS Shift, Inc.
The Customer Success Specialist is responsible for ensuring our customers achieve maximum value from our platform. This role combines relationship management, product expertise, and sales‑minded upsell strategy to drive customer retention and increase recurring revenue. You will engage accounts throughout their lifecycle — onboarding, adoption, renewal, upselling, and ongoing partnership success.
Customer Relationship & Success
Serve as the primary day‑to‑day contact for assigned customers
Conduct onboarding sessions, product training, and periodic business reviews
Track product adoption and proactively guide customers on best practices
Monitor customer health and intervene early to prevent churn
Resolve customer inquiries efficiently — coordinating with Support when needed
Revenue & Upselling Focus
Identify upsell and expansion opportunities based on customer needs and usage patterns
Build strong business cases for additional modules/features, add‑on users, and premium support
Manage renewal pipelines to secure on‑time contract renewals
Work closely with Sales to propose, quote, and close upsells
Insights & Reporting
Maintain accurate customer data and opportunities in CRM (Salesforce preferred)
Analyze customer usage trends and recommend feature enhancements
Gather customer feedback and voice the customer internally
Required Skills & Experience
2+ years experience in
Customer Success, Account Management, or Sales
in a SaaS company
Excellent relationship‑building and communication skills
Strong presentation and product‑demonstration abilities
Proven track record in
upselling or revenue growth within accounts
CRM proficiency (Salesforce or HubSpot)
Comfortable in fast‑paced and evolving environments
Preferred
Experience working with enterprise clients and multi‑location deployments
KPIs / Performance Metrics
Gross Revenue Retention (GRR) : 95%+
Net Revenue Retention (NRR) : 110%+
Product Adoption Score : % of customers actively using key modules
Customer Satisfaction : CSAT 4.5+/5 or NPS improvement
Response & Resolution Time
targets met
Compensation & Incentives
Upsell commission
(10% ARR on expansion revenue, monthly payout)
Quarterly performance bonus tied to renewals and account growth
Health, travel, and wellness benefits depending on region
This role offers a roadmap to
Customer Success Manager ,
Senior CSM , and ultimately
CS Director
for high performers who demonstrate strong commercial leadership and account growth capability.
Seniority level Associate
Employment type Full‑time
Job function Business Development and Training
Industries Software Development and Hospitality
Benefits
Medical insurance
Vision insurance
401(k)
Referrals increase your chances of interviewing at MS Shift, Inc. by 2x
#J-18808-Ljbffr
Base pay range $60,000.00/yr - $70,000.00/yr
Additional compensation types
Commission
Direct message the job poster from MS Shift, Inc.
The Customer Success Specialist is responsible for ensuring our customers achieve maximum value from our platform. This role combines relationship management, product expertise, and sales‑minded upsell strategy to drive customer retention and increase recurring revenue. You will engage accounts throughout their lifecycle — onboarding, adoption, renewal, upselling, and ongoing partnership success.
Customer Relationship & Success
Serve as the primary day‑to‑day contact for assigned customers
Conduct onboarding sessions, product training, and periodic business reviews
Track product adoption and proactively guide customers on best practices
Monitor customer health and intervene early to prevent churn
Resolve customer inquiries efficiently — coordinating with Support when needed
Revenue & Upselling Focus
Identify upsell and expansion opportunities based on customer needs and usage patterns
Build strong business cases for additional modules/features, add‑on users, and premium support
Manage renewal pipelines to secure on‑time contract renewals
Work closely with Sales to propose, quote, and close upsells
Insights & Reporting
Maintain accurate customer data and opportunities in CRM (Salesforce preferred)
Analyze customer usage trends and recommend feature enhancements
Gather customer feedback and voice the customer internally
Required Skills & Experience
2+ years experience in
Customer Success, Account Management, or Sales
in a SaaS company
Excellent relationship‑building and communication skills
Strong presentation and product‑demonstration abilities
Proven track record in
upselling or revenue growth within accounts
CRM proficiency (Salesforce or HubSpot)
Comfortable in fast‑paced and evolving environments
Preferred
Experience working with enterprise clients and multi‑location deployments
KPIs / Performance Metrics
Gross Revenue Retention (GRR) : 95%+
Net Revenue Retention (NRR) : 110%+
Product Adoption Score : % of customers actively using key modules
Customer Satisfaction : CSAT 4.5+/5 or NPS improvement
Response & Resolution Time
targets met
Compensation & Incentives
Upsell commission
(10% ARR on expansion revenue, monthly payout)
Quarterly performance bonus tied to renewals and account growth
Health, travel, and wellness benefits depending on region
This role offers a roadmap to
Customer Success Manager ,
Senior CSM , and ultimately
CS Director
for high performers who demonstrate strong commercial leadership and account growth capability.
Seniority level Associate
Employment type Full‑time
Job function Business Development and Training
Industries Software Development and Hospitality
Benefits
Medical insurance
Vision insurance
401(k)
Referrals increase your chances of interviewing at MS Shift, Inc. by 2x
#J-18808-Ljbffr