Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Client Success Manager focusing on ensuring client outcomes and maximizing MRI solution utilization. Collaborating across departments to resolve client challenges and drive growth.
Responsibilities
- Ensure clients realize their desired business outcomes with MRI solutions.
- Guide clients through adoption, onboarding, and success planning, ensuring full utilization of their MRI solutions.
- Offer actionable advice that enables clients to fully leverage MRI products and achieve strong business results.
- Deliver relevant insights and guidance to empower clients in optimizing their processes and outcomes with MRI.
- Track client engagement and risk indicators to address issues before they escalate.
- Identify growth opportunities for renewals, expansions, and cross-sells.
- Collect and relay product feedback to inform the roadmap.
- Generate client advocacy through case studies, references, and testimonials.
- Share insights on client renewals and churn to shape overall strategy.
- Keep Account Managers informed of growth opportunities and renewal risks.
- Act as the voice of the client internally to ensure long-term value realization.
Requirements
- Bachelor’s degree
- 3–5 years of experience in customer success, project management, or customer service
- Exceptional ownership and bias for action – willing to move quickly and decisively with autonomy
- Excellent cross-departmental collaboration and stakeholder management skills
- Strong critical thinker with tactical and strategic vision
- Effective verbal and written communication skills
- Proven quantitative and qualitative analytical skills, with a data-driven approach to decision-making
- Experience supporting SaaS technologies, especially in real estate, is preferred.
Benefits
- Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
- Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
- Invest in our competitive 401k plan and help set you up for your future
- Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
- Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year
- Further your professional development and growth with our generous Tuition Reimbursement offerings
- Enjoy the flexibility of working from anywhere in the world for two weeks out of the year
Job title
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