MRI Software · 6 hours ago
Client Recovery Manager
Cleveland, Ohio Office
Full-time
Onsite
Senior Level
5+ years expMRI Software is a company that builds flexible, game-changing real estate software. The Client Recovery Manager plays a critical role in safeguarding client relationships and revenue by identifying and mitigating risks throughout the customer lifecycle, ensuring effective management of escalations and cross-functional responses.
Information TechnologyProperty ManagementPropTechReal EstateSoftware
Responsibilities
Facilitate cross-functional “Recovery Plans” for high-value or at-risk clients, aligning internal resources and timelines
Serve as the primary owner for critical client escalations that involve service, delivery, or product performance
Maintain transparent communication with internal stakeholders and clients throughout escalation resolution
Contribute to Root Cause Analysis (RCA) of attrition and develop mitigation plans to address systemic issues
Creates and maintains user and procedural documentation
Collaborates with product development, engineering, and IT teams to resolve complex software issues
Participates in GTM activities, including release planning and sprint reviews
Qualification
Required
5+ years of experience in Client Success, Operations, or Risk Management, ideally within a SaaS or enterprise software company
Strong analytical and problem-solving skills with the ability to prioritize and act under pressure
Proven experience managing escalations and resolving complex client or operational issues
Excellent communication and executive presence; able to influence senior leaders and clients
Familiarity with CRM and client health tools (e.g. Salesforce). Experience building or managing risk frameworks in a client-facing environment
Background in enterprise client management, project management, or technical support
Exposure to SaaS metrics such as Gross Retention, Net Revenue Retention, and Client Health Scoring
Certification or training in risk management or project management (PMP, CRM-P, ISO 31000, etc.) is a plus
Preferred
Associate's degree or higher preferred
Company
MRI Software
MRI Software is a provider of innovative real estate software applications and hosted solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$16MKey Investors
Bregal SagemountHarvest PartnersTA Associates
2021-08-18Debt Financing· $15M
2020-01-15Private Equity
2017-05-24Private Equity
Leadership Team
Patrick Ghilani
Chief Executive Officer
Marc DiCapua
Sr. Vice President, Product Innovation
Recent News
2025-12-25
2025-12-17
Company data provided by crunchbase