Client Recovery Manager

MRI Software

12d

About The Position

Client Recovery Manager Position Summary The Client Recovery Manager plays a critical role in safeguarding client relationships, revenue, and operational stability by proactively identifying, assessing, and mitigating risks across the customer lifecycle. This includes monitoring client health, managing escalations, coordinating cross-functional responses, and developing frameworks to minimize churn, service disruption, and reputational risk. The Client Recovery Manager partners closely with Client Success, Account Management, Product, Client Support, and Operations to ensure potential risks are surfaced early, managed effectively, and resolved in a way that preserves client trust and company value. Administrative: Reports to: Critical Solutions Team Manager/Director Salary Requirements: 5+ years of experience in Client Success, Operations, or Risk Management, ideally within a SaaS or enterprise software company Associate’s degree or higher preferred 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 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 Candidate Profile Analytical Rigor: Ability to assess complex data sets and identify root causes of risk Cross-Functional Influence: Skilled at aligning multiple teams toward a common resolution plan Calm Under Pressure: Maintains composure during high-stakes client escalations Proactive Mindset: Identifies risks before they become crises Client Empathy: Understands the business impact of issues from the customer’s perspective Operational Discipline: Builds repeatable processes for consistent execution Customer focus and a passion for support Cultural Fit Acts with integrity, honesty, tolerance, and inclusion Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm Constantly strives to amaze and be the best in everything s/he does Embraces change and knows how to celebrate wins and enjoy the journey About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself! At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more! Now, take a glimpse into some of the fun we have here: MRI Software Instagram

Requirements

• 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
• Analytical Rigor: Ability to assess complex data sets and identify root causes of risk
• Cross-Functional Influence: Skilled at aligning multiple teams toward a common resolution plan
• Calm Under Pressure: Maintains composure during high-stakes client escalations
• Proactive Mindset: Identifies risks before they become crises
• Client Empathy: Understands the business impact of issues from the customer’s perspective
• Operational Discipline: Builds repeatable processes for consistent execution
• Customer focus and a passion for support
• Acts with integrity, honesty, tolerance, and inclusion
• Action-oriented and responsive. Takes initiative and follows through with efficiency.
• Keeps commitments with enthusiasm
• Constantly strives to amaze and be the best in everything s/he does
• Embraces change and knows how to celebrate wins and enjoy the journey

Nice To Haves

• Associate’s degree or higher preferred
• Certification or training in risk management or project management (PMP, CRM-P, ISO 31000, etc.) is a plus

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

Benefits

• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree