Manager, Client Success

Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. 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 a New Jersey Top Workplace for 2022 and 2023! We have also just won Top Workplaces Culture Award!

We are currently searching for a Manager, Client Success to complement our Client Success Department. The Client Success Manager will lead a team of Client Success Managers within the organization. This team is responsible for owning the client relationship, while also building trusting relationships with a book of the highest-level clients to ensure that they are utilizing MSI's software efficiently for their business, and driving revenue for the company. This is a senior role, and the ideal candidate should have a high level of understanding surrounding Client Success components and strategy as well as strong leadership experience.

Primary Objectives:

• 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 CSM's 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.
• Identifies opportunities to expand recurring revenue through cross-selling and up-selling.
• Performs proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developments.
• 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 a customer
• Attends internal trainings on new offerings to maintain knowledge of current product offerings
• Identifies opportunities for the CS team to expand recurring revenue through cross-selling and up-selling initiatives.
• 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 the Executive leadership to monitor KPI's and pinpoint areas for improvement or updating.
• Coordinates and distributes new hire training agenda and processes.

Requirements:

• BS/BA degree preferred.
• 5+ years' experience in a Client Success, Account Manager, or Professional Services role, preferably within a SaaS organization.
• 5+ years' experience in a team lead or management role with a proven track record of managing highly effective teams within CS or AM field.
• 3-5 years of Meevo Software experience preferred.
• High computer literacy and ability to learn new software.
• Knowledge of general Client Success processes
• Excellent communication and interpersonal skills
• Ability to transform broad ideas into specific solutions and processes.
• Completion of basic MSI training curriculum

We Offer:

• Comprehensive subsidized benefits package including medical, dental and vision
• 401k with matching contribution
• Life insurance
• Long Term Disability
• Flexible work environment (remote ability)
• 3 weeks of vacation
• 10 paid holidays

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Remote