Manager, Client Success

Overview

Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ. Founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users.

Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces!

We are currently searching for a Manager, Client Success to complement our Client Success Department. The Manager, Client Success is responsible for managing a team of highly effective Client Success Managers who work to drive revenue and reduce churn for existing clients utilizing MSI’s suite of software and services. The Manager, Client Success will lead a team of Client Success Managers within the organization responsible for owning the client relationship while also building trusting relationships with a book of the highest-level clients to ensure that they are using the software efficiently for their business and driving revenue for the company.

This is also a senior role so the candidate should have a high level of understanding surrounding Client Success components and strategy as well as strong leadership experience.

This is a remote job

• 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 CSMs 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

• 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, preferably 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
• Exp…