Client Success Specialist

MRI Software LLC

Job Overview

Location

London Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Client Success Specialist at MRI Software LLC, you will play a pivotal role in driving customer retention, satisfaction, and revenue growth by serving as the primary point of contact for Social Housing clients, ensuring their needs are met and their experience with MRI’s real estate software solutions is maximized.
• Your work directly impacts client loyalty and long-term business success by identifying at-risk accounts, resolving escalations, and uncovering opportunities to expand service usage and ARR, making you a critical link between client outcomes and company growth.
• Day to day, you will develop and execute client retention strategies by analyzing usage patterns, identifying risk indicators, and collaborating with Account Managers to design tailored intervention plans that prevent churn and protect recurring revenue.
• You will proactively manage client escalations by listening to concerns, coordinating cross-functional responses, creating action plans with clear timelines, and following up to ensure resolution aligns with both client satisfaction and MRI’s business interests.
• You will support Account Managers in maintaining accurate client risk records by updating risk assessments, documenting mitigation efforts, and ensuring data integrity for forecasting and strategic planning.
• Through regular outreach, you will build strong client relationships by checking in on satisfaction, educating clients on underutilized features, and guiding them toward optimal use of MRI’s solutions to increase perceived value.
• You will conduct in-depth client attrition analysis by reviewing exit feedback, support tickets, and usage trends to identify root causes of dissatisfaction and recommend product, service, or process improvements.
• You will systematically collect and analyze client feedback—including rNPS survey results—to uncover trends in product, Professional Services, and support performance, then partner with internal teams to drive actionable improvements.
• You will identify additional billable opportunities by recognizing unmet client needs and proposing relevant MRI solutions, upgrades, or Professional Services that expand the scope of engagement and increase revenue potential.
• You will drive ARR and Professional Services growth by nurturing client conversations around long-term value, encouraging contract expansions, and facilitating service adoption that aligns with evolving client needs.
• You will lead and support quarterly business review meetings with clients, preparing tailored agendas that highlight ROI, address concerns, showcase new capabilities, and uncover strategic opportunities for deeper partnership.
• You will own the end-to-end process of reviewing and acting on customer satisfaction surveys (rNPS), translating insights into improvement initiatives and sharing findings with Product, Support, and Leadership teams.
• You will collaborate closely with Sales, Product, Professional Services, and Support teams to ensure client feedback is heard, acted upon, and reflected in roadmap decisions and service delivery.
• You will maintain meticulous documentation of all client interactions, decisions, and outcomes in CRM systems to ensure transparency, continuity, and audit readiness.
• You will demonstrate a collaborative, solution-oriented mindset with a ‘can-do’ attitude, consistently advocating for the client while balancing organizational goals and demonstrating empathy, professionalism, and resilience in high-pressure situations.
• You will be willing to travel to client sites as needed to strengthen relationships, conduct workshops, or facilitate on-site reviews, particularly for key or high-value accounts.
• You will continuously develop your expertise in MRI’s Social Housing solutions, industry trends, and client business challenges, positioning yourself as a trusted advisor who adds strategic value beyond transactional support.
• You will contribute to MRI’s culture of belonging and inclusion by participating in employee resource groups, DEI initiatives, and feedback forums that help shape a workplace where diverse perspectives are valued and everyone can thrive.

🎯 Requirements

• Bachelor’s degree in business management or a related field; a Master’s degree is preferred, or equivalent relevant qualifications and/or substantial professional experience.
• Comprehensive knowledge and deep practical experience with MRI’s solutions, particularly in the Social Housing market, including deep understanding of client workflows, pain points, and industry-specific challenges.
• Proven track record of 5+ years managing client escalations and retention challenges, with demonstrated success in resolving complex issues and preventing churn.
• 5+ years of experience in client relationship management and mediation, including the ability to navigate difficult conversations, build trust, and drive mutually beneficial outcomes.
• Excellent communication, presentation, and documentation skills, with the ability to convey technical and business concepts clearly to both technical and non-technical stakeholders.
• Strong collaboration and cross-functional teamwork abilities, with a problem-solving mindset and a client-centric focus that drives action and inspires confidence.

🏖️ Benefits

• Competitive health insurance scheme to support your wellbeing and that of your family.
• Generous time off including 25 days of annual leave plus public holidays, plus an additional 16 hours of Flex Time Off usable at your discretion for personal needs or rest.
• Competitive Personal Pension plan to help you invest in your long-term financial future and retirement security.
• MRI Software Parental Leave benefit, providing paid time off to bond with new children and support growing families.
• Tuition reimbursement schemes to support your ongoing professional development and educational growth.
• Flexibility to work from anywhere in the world for two weeks per year, enabling global mobility and work-life integration.
• Unique workplace perks including office breakfasts, quarterly lunches, virtual social events, and access to employee-led groups such as DEI committees, Women and Allies, and Pride Event Group.

Skills & Technologies

Remote

Degree Required

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MRI Software LLC

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About MRI Software LLC

MRI Software LLC develops and provides real estate and investment management software for commercial and residential property owners, investors, and occupiers. Its cloud-based platform supports accounting, lease administration, facilities management, investment modeling, and data analytics. Serving global markets, the company integrates financial, operational, and ESG data to help clients optimize portfolios, ensure compliance, and enhance tenant experiences. MRI also offers implementation, training, and support services, alongside an open API ecosystem and marketplace of third-party extensions.

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