Strategic Client Success Manager

MRI • Cleveland, OH

21d

About The Position

The Client Success Manager (CSM) is a highly motivated professional with a proven track record in the SaaS industry. The CSM ensures clients achieve their business outcomes with MRI by guiding solution adoption, maximizing utilization, and providing proactive guidance, best practices, and ROI recommendations. Acting as a trusted advisor, the CSM serves as the primary point of contact for issues, escalating roadblocks to support, product, or other teams as needed. Must have experience working collaboratively across departments to resolve complex client challenges. The CSM monitors client health and risks to prevent attrition and intervene early, while also providing MRI with valuable client intelligence to inform strategy and drive growth.

Requirements

• Strong business judgment and analytical thinking, comfortable managing multiple responsibilities in a fast-paced environment.
• Big-picture view with a focus on both immediate problem-solving and scalable solutions.
• Collaborative experience developing and communicating business improvement and risk management strategies.
• Project management experience.
• Exceptional verbal and written communication skills.
• Experience working with senior leaders internally and externally.
• Solution-oriented approach and strong relationship-building skills.
• Ability to work efficiently both independently and with teammates.
• Routinely delivers results on time.
• Bachelor’s degree.
• 3–5 years of experience in customer success, project management, or customer service.
• Exceptional ownership and bias for action – willing to move quickly and decisively with autonomy.
• Excellent cross-departmental collaboration and stakeholder management skills.
• Strong critical thinker with tactical and strategic vision.
• Effective verbal and written communication skills.
• Proven quantitative and qualitative analytical skills, with a data-driven approach to decision-making.

Nice To Haves

• Experience supporting SaaS technologies, especially in real estate, is preferred.

Responsibilities

• Business Outcome Achievement : Ensure clients realize their desired business outcomes with MRI solutions.
• Adoption Guidance : Guide clients through adoption, onboarding, and success planning, ensuring full utilization of their MRI solutions.
• Value-Driven Guidance : Offer actionable advice that enables clients to fully leverage MRI products and achieve strong business results.
• Insightful Partnership : Deliver relevant insights and guidance to empower clients in optimizing their processes and outcomes with MRI.
• Client Health : Track client engagement and risk indicators to address issues before they escalate.
• Client Intelligence : Identify growth opportunities for renewals, expansions, and cross-sells. Collect and relay product feedback to inform the roadmap. Generate client advocacy through case studies, references, and testimonials. Share insights on client renewals and churn to shape overall strategy.
• Client Growth : Keep Account Managers informed of growth opportunities and renewal risks.
• Client Advocacy : Act as the voice of the client internally to ensure long-term value realization.

Benefits

• Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit
• Invest in our competitive 401k plan and help set you up for your future
• Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s)
• Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 16 hours of ‘Flexi’ time a year
• Further your professional development and growth with our generous 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