MS Shift, Inc. · 4 hours ago
Director of Customer Success
NYC Metro Area
Full-time
Onsite
Director/Executive
$130K/yr - $180K/yr
10+ years expMS Shift, Inc. is a global enterprise SaaS platform powering security, operations, and compliance for leading hotel brands. They are seeking a Director of Customer Success to own customer outcomes, retention, and expansion while building a revenue-aligned Customer Success organization.
HospitalitySoftware
Hiring Manager
Ori Zur
Responsibilities
Own the end-to-end customer journey: onboarding → adoption → renewal → expansion
Act as executive sponsor for strategic and enterprise customers
Build trusted relationships with customer leadership (Security, Operations, IT, Ownership)
Ensure MS Shift is positioned as a long-term platform partner
Own upsell and expansion revenue across the existing customer base
Drive account growth through increased platform adoption, site expansion, and corporate usage
Partner with Sales on pricing, packaging, and expansion strategy
Accurately forecast renewal and expansion pipeline
Build repeatable playbooks for expansion motions within Customer Success
Build, lead, and scale a Customer Success team of 5–10 CSMs, with growth over time
Design and manage CSM compensation plans that include variable pay tied to:
Upsell and expansion ARR
Net Revenue Retention (NRR)
Renewal performance and churn reduction
Establish clear upsell ownership within the Customer Success organization
Define roles, expectations, KPIs, and performance standards for expansion activity
Ensure CSM performance is measurable, transparent, and reviewed regularly
Coach and develop CSMs to confidently lead value-based and commercial conversations
Align Customer Success as a revenue-influencing organization, not a support function
Own Gross Retention, Net Revenue Retention, and churn metrics
Implement account health scoring and proactive risk management
Lead renewal strategy for enterprise and multi-site customers
Reduce churn by improving adoption, engagement, and customer outcomes
Oversee onboarding and training to ensure fast time-to-value
Standardize onboarding for large, multi-property rollouts
Own executive-level customer escalations
Partner with Engineering and Support on complex issue resolution
Represent the voice of the customer internally
Partner with Product on roadmap prioritization and customer feedback
Collaborate with Engineering on platform reliability and scalability
Align with Sales on handoffs, renewals, and expansion strategy
Work with Finance on forecasting, ARR reporting, and compensation modeling
Report customer metrics, risks, and growth opportunities to leadership
Qualification
Required
10+ years experience in Customer Success, Account Management, or SaaS leadership
5+ years in a senior leadership role (Director or VP level)
Proven experience managing a Customer Success team of 5–10 people
Demonstrated ownership of upsell, expansion, and retention revenue
Experience designing or managing CSM compensation plans tied to ARR outcomes
Strong executive presence and customer-facing credibility
Experience working with enterprise or multi-site SaaS customers
Preferred
Background in hospitality, security, or operational SaaS platforms
Experience with global customers and distributed teams
Familiarity with mission-critical or compliance-driven systems
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