Overview
Director of Customer Success Jobs in New York, NY at MS Shift, Inc.
Title: Director of Customer Success
Company: MS Shift, Inc.
Location: New York, NY
Director of Customer Success (Onsite)
Location: New York City (Onsite)
Department: Customer Success
Reports To: Chief Customer Officer / CEO
About MS SHIFT
MS SHIFT is a leading cloud-based operations platform that helps organizations improve safety, security, and daily operations. Trusted by hotels, hospitals, museums, schools, casinos, office buildings, stadiums, and other enterprise organizations, MS SHIFT delivers one integrated platform that streamlines workflows, increases accountability, and provides real-time visibility across departments.
Position Summary
MS SHIFT is seeking an experienced Director of Customer Success to lead our Customer Success organization from our New York City headquarters. This onsite leadership role is responsible for driving customer satisfaction, product adoption, retention, renewals, and account growth while building a high-performing Customer Success team.
The ideal candidate is a strategic leader with a strong SaaS background who enjoys working directly with enterprise customers, coaching team members, improving processes, and collaborating across Sales, Product, Engineering, and Support.
Key Responsibilities
- Lead, mentor, and grow the Customer Success team.
- Develop customer success strategies that increase adoption, retention, and customer satisfaction.
- Own the customer lifecycle from onboarding through renewal (including your own book of business).
- Build strong relationships with executive stakeholders at enterprise accounts.
- Conduct Quarterly Business Reviews (QBRs) and strategic account planning.
- Monitor customer health and proactively address risks.
- Partner with Sales to identify expansion and upsell opportunities.
- Work closely with Product and Engineering to communicate customer feedback and product enhancements.
- Collaborate with Technical Support to ensure timely issue resolution.
- Develop scalable customer success processes, playbooks, and best practices.
- Track and report on customer KPIs and team performance.
- Ensure customers realize measurable business value from the MS SHIFT platform.
Qualifications
- Bachelor's degree or equivalent experience.
- 7+ years of Customer Success, Account Management, or SaaS experience.
- 3+ years leading Customer Success teams.
- Experience managing enterprise and strategic accounts.
- Strong leadership, communication, and presentation skills.
- Excellent project management and organizational abilities.
- Experience with CRM platforms such as Salesforce.
- Ability to thrive in a fast-paced SaaS environment.
Preferred Qualifications
- Experience serving hospitality, security, facilities management, healthcare, education, or enterprise operations customers.
- Experience working with cross-functional implementation and product teams.
Key Performance Indicators (KPIs)
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Renewal Rate
- Customer Churn Rate
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Product Adoption
- Expansion Revenue
- Time-to-Value (TTV)
What We Offer
- Competitive salary plus performance bonus
- Comprehensive health benefits
- Paid Time Off (PTO)
- Career advancement opportunities
- Collaborative and innovative work environment
- Opportunity to work with leading enterprise customers across multiple industries
Join MS SHIFT and help our customers achieve operational excellence while leading a world-class Customer Success organization from our New York City headquarters.