6-8+ years of experience in a Client Success, Account Manager, or Professional Services role, preferably within a SaaS organization
6-8+ years of experience in a team lead or management role within Client Success or Account Management, preferably in SaaS
3-5+ years of Meevo Software experience preferred
Requirements:
Lead and manage the Client Success team to preserve client relationships, monitor recurring revenue goals, churn, and software adoption, and implement process improvements to reduce churn
Own a subset of high-revenue accounts as primary contact; build trust and understanding of clients' businesses
Conduct proactive lifecycle calls to educate clients on MSI products and roadmaps; identify cross-sell/upsell opportunities; monitor client activity for signals requiring outreach
Coordinate contract renewals with Executive leadership; drive negative churn and maximize lifetime value; collaborate with Product on beta projects and capture feedback
Job description
Job Description Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users. Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces!
We are currently searching for a Manager, Client Success to complement our Client Success Department. The Manager, Client Success is responsible for managing a team of highly effective Client Success Managers who work to drive revenue and reduce churn for existing clients utilizing MSI’s suite of software and services. The Manager, Client Success will lead a team of Client Success Managers within the organization responsible for owning the client relationship while also building trusting relationships with a book of the highest-level clients to ensure that they are using the software efficiently for their business and driving revenue for the company. This is also a senior role so the candidate should have a high level of understanding surrounding Client Success components and strategy as well as strong leadership experience.
*This is a remote job*
Primary Objectives
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
Requirements:
BS/BA degree required
6-8+ years of experience in a Client Success, Account Manager, or Professional Services role, preferably within a SaaS organization
6-8+ years of experience in a team lead or management role with a track record of managing highly effective teams within the Client Success or Account Management field, preferrable within a SaaS organization
3-5+ years of Meevo Software experience preferred
Experience working with account segmentation models and advanced client reporting to measure and track KPIs
Deep understanding of client concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Excellent communication and interpersonal skills
High computer literacy and ability to learn new software
Completion of basic MSI training curriculum
Ability to establish milestones and keep CSM team on task
Ability to transform broad ideas into specific solutions and processes
Extremely positive attitude, detail oriented and goal driven
Experience analyzing and optimizing the existing processes in the Client Success department
Experience in managing a diverse group and training each according to company standards
We offer: Paid Time Off (PTO) and Holidays Enjoy a generous 3 weeks of Paid Time Off (PTO) that begins accruing with every pay period from your very first day! Plus, you’ll enjoy ten (10) paid holidays throughout 2025, along with five (5) paid sick days and one (1) personal day because we believe in taking care of you!
Medical, Dental, and Vision Benefits Your well-being is a priority! We offer subsidized Medical, Dental, and Vision plans, with coverage kicking in quickly. It's all about making sure you stay healthy, happy, and well-cared for.
Life Insurance Peace of mind for you and your loved ones! We provide Life Insurance and Accidental Death & Dismemberment (AD&D). What’s even better? Millennium Systems International fully covers the entire cost, 100% on us!
Long-Term and Short-Term Disability Insurance Stay secure no matter what life brings your way. Short-Term and Long-Term Disability insurance. And we’ve got your back, Millennium Systems International covers the full cost of Long-Term Disability at 100%.
401(k) Retirement Plan Plan for your future with confidence! You’ll be eligible to enroll in our robust 401(k) plan. When you do, you’ll enjoy a 100% match on up to 4% of your contributions, thanks to our Safe Harbor plan. It’s our way of helping you build a brighter tomorrow.
