Client Success Manager I

Job Summary:We are seeking a proactive and personable Client Success Manager (CSM) to nurture long-term relationships with our clients and ensure a seamless client experience. The CSM will act as the main point of contact for assigned clients, understand their needs, and coordinate with internal teams to deliver tailored solutions that drive satisfaction and retention.Key Responsibilities:Build and maintain strong, long-term relationships with a portfolio of clients, focusing on satisfaction, retention, and successServe as the primary point of contact for client inquiries, issues, and escalationsMonitor client satisfaction and implement improvements as neededDrive product/service adoption by educating clients, providing tailored recommendations, and guiding them through best practicesMonitor client health and engagement metrics, proactively identifying risks and opportunitiesDevelop and execute retention strategies that increase client loyalty and reduce churnLead regular client check-ins, success reviews, and feedback sessions to reinforce value and uncover unmet needsAct as the voice of the client internally, working with product, support, and sales teams to improve offerings and experiencesSupport onboarding and training initiatives to ensure clients are set up for long-term successIdentify and nurture potential expansion opportunities through upselling or cross-sellingMaintain accurate records of account activity, engagement, and growth opportunities in CRM systemsQualifications:Bachelor’s degree in Business Administration, Marketing, Communications, or related field3+ years of experience in account management, client services, or a similar roleStrong interpersonal and communication skills, both written and verbalAbility to manage multiple accounts and projects simultaneouslyProficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office SuiteProblem-solving mindset and a customer-first attitudeAbout UsFrom 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!SummaryLocation: Cleveland, Ohio OfficeType: Full time