Senior Manager, Client Relationship Management

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.   

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.  
 

And we’re passionately dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.  
 

We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 3 days in-office and 2 days remotely. This role is based at our HQ in Solon, Ohio.
 

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

The Role:

We are seeking a strategic and experienced Senior Manager, CRM to build and lead a client relationship management team. In this high-impact role, you will define the vision, structure, and execution of our CRM function to drive client engagement, satisfaction, and long-term growth. The ideal candidate will have a strong background in CRM strategy and systems, proven leadership experience, and a passion for delivering customer value through cross-functional collaboration. This role requires the ability to manage multiple teams and priorities.

You Will:

• Strategic Leadership:
  Develop and implement a comprehensive client relationship management strategy aligned with business objectives to increase retention and customer lifetime value.
• Team Development & Management:
  Redefine and scale high-performing client relationship teams focused on driving retention, product adoption, and long-term customer value. Manage multiple teams and priorities simultaneously, providing strategic leadership, mentorship, and operational oversight. Foster a culture of collaboration, continuous improvement, and accountability.
• Client Engagement:
  Establish and nurture relationships with key clients. Act as a strategic partner to understand their needs, anticipate challenges, and deliver proactive solutions.
• Performance Metrics & Optimization:
  Define key performance indicators (KPIs) to measure CRM effectiveness. Leverage data and insights to continuously improve client engagement strategies.
• Cross-Functional Collaboration:
  Work closely with Sales, Marketing, Product, and Support to ensure a seamless and consistent client experience across all touchpoints.
• Client Advocacy & Feedback:
  Gather, analyze, and present client feedback to inform business decisions. Champion the voice of the client within the organization.
• Executive Reporting:
  Provide regular updates and strategic insights to senior leadership on CRM performance, trends, and opportunities. Deliver executive-level presentations and insights to influence strategic direction.

You Have:

• Bachelor’s degree or equivalent experience
• 8+ years of experience in client relationship management role, with at least 5 years in a leadership capacity
• Proven ability to build, scale, and lead high-performing client-facing teams
• Strong expertise in CRM tools and platforms (e.g., Salesforce, SmartSheet) and related technologies
• Excellent analytical and strategic thinking skills; able to turn data into actionable insights
• Exceptional communication and interpersonal skills, with a track record of influencing at all levels of an organization
• Experience working cross-functionally in a technology-driven, fast-paced environment
• Familiarity with customer support systems and AI-enabled tools is a plus
• Proficiency in PowerPoint and other presentation tools, with experience creating and delivering executive-level presentations to senior leadership

We’re obsessed with 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 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 fam