MS Shift, Inc. · 7 hours ago
Customer Success Specialist
New York, NY
Full-time
Onsite
Senior Level
$70K/yr - $80K/yr
5+ years expMS Shift, Inc. is seeking a Customer Success Specialist to ensure that customers achieve maximum value from their platform. This role involves relationship management, product expertise, and sales strategies to drive customer retention and increase revenue through upselling and ongoing support.
HospitalitySoftware
Hiring Manager
Ori Zur
Responsibilities
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
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
Hit quarterly revenue expansion targets (KPIs below)
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
Qualification
Required
5+ 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
Hospitality SaaS experience a plus (security, operations, facilities, concierge, etc.)
Strong commercial negotiation skills
Benefits
Health, travel, and wellness benefits depending on region
Company
MS Shift, Inc.
MS SHIFT is an established software and technology company that services the leading hotels of the world.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
O
Ori Zur
CEO
Company data provided by crunchbase