• 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 • Performs proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developments • Identifies opportunities for the CS team to expand recurring revenue through cross-selling and up-selling initiatives • Proactively monitors activity of current clients for signals that require outreach, escalation, or churn • Coordinates and manages client contract renewal process alongside Executive management team • Drives negative MRR (monthly recurring revenue) churn to maximize the lifetime value of a client • Attends internal trainings on new offerings to maintain knowledge of current product offerings • 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 Executive leadership to monitor KPI’s and pinpoint areas for improvement or updating • Coordinates and distributes new hire training agenda and processes