Job DescriptionMillennium 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 jobPrimary ObjectivesAssumes ownership of the Client Success team responsible for preserving the client relationship within the organizationWorks as the head of the CS team to track overall team recurring revenue goals and quotas, churn, and software adoption to scale the organizationInstitutes new processes and improvements for the CS team focused on reduction in churn, campaign initiatives, and client engagementServes as an escalation point for CSM’s when additional client assistance is neededAccepts 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’ businessesPerforms proactive client lifecycle calls to educate clients on MSI products and roadmaps to increase awareness surrounding company developmentsIdentifies opportunities for the CS team to expand recurring revenue through cross-selling and up-selling initiativesProactively monitors activity of current clients for signals that require outreach, escalation, or churnCoordinates and manages client contract renewal process alongside Executive management teamDrives negative MRR (monthly recurring revenue) churn to maximize the lifetime value of a clientAttends internal trainings on new offerings to maintain knowledge of current product offeringsActs as the lead within the company alongside Product on beta projects for clients to ensure feedback is recorded and tracked for future product improvementProactively finds ways to improve themselves and department while representing the Client Success team to the rest of the companyWorks with Executive leadership to monitor KPI’s and pinpoint areas for improvement or updatingCoordinates and distributes new hire training agenda and processesRequirements:BS/BA degree required6-8+ years of experience in a Client Success, Account Manager, or Professional Services role, preferably within a SaaS organization6-8+ 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 organization3-5+ years of Meevo Software experience preferredExperience working with account segmentation models and advanced client reporting to measure and track KPIsDeep understanding of client concerns and thoughts regarding the use of products, and the ability to troubleshoot as neededExcellent communication and interpersonal skillsHigh computer literacy and ability to learn new softwareCompletion of basic MSI training curriculumAbility to establish milestones and keep CSM team on taskAbility to transform broad ideas into specific solutions and processesExtremely positive attitude, detail oriented and goal drivenExperience analyzing and optimizing the existing processes in the Client Success departmentExperience in managing a diverse group and training each according to company standardsWe offer:Paid Time Off (PTO) and HolidaysEnjoy 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 BenefitsYour 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 InsurancePeace 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 InsuranceStay 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 PlanPlan 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.Pay TransparencyMillennium Systems International is committed to providing all Team Members with competitive wages and salaries that are motivational, fair, and equitable. Our compensation program reflects our core values of Teamwork, Excellence, and Integrity, ensuring transparency and fairness while attracting top talent and fostering an environment that encourages growth and retention.We believe that every Team Member is integral to our collective success, and we value the diverse perspectives, creativity, and innovation they bring. Our compensation packages are designed to reflect individual contributions, taking into account skill set, experience, certifications, and work location.In line with our Client-Centric philosophy, we recognize that the success of our Team Members contributes directly to the success of our clients. As such, we offer compensation packages that not only motivate but also reward performance and excellence.The base salary range for this position in the United States is $60,000 to $85,000. In addition to base pay, the total compensation package may also include commission, performance bonuses, benefits, and/or other applicable incentive compensation plans.At Millennium Systems International, we approach every challenge with Passion, striving to exceed expectations, solve challenges with urgency and determination, and create an environment where Team Members thrive and celebrate each other’s successes.
