Client Recovery Manager

Position Summary

The Client Recovery Manager plays a critical role in safeguarding client relationships, revenue, and operational stability by proactively identifying, assessing, and mitigating risks across the customer lifecycle. This includes monitoring client health, managing escalations, coordinating cross-functional responses, and developing frameworks to minimize churn, service disruption, and reputational risk.

The Client Recovery Manager partners closely with Client Success, Account Management, Product, Client Support, and Operations to ensure potential risks are surfaced early, managed effectively, and resolved in a way that preserves client trust and company value.

Administrative:

• Reports to: Critical Solutions Team Manager/Director
• Salary

Requirements:

• 5+ years of experience in Client Success, Operations, or Risk Management, ideally within a SaaS or enterprise software company
• Associate’s degree or higher preferred
• Strong analytical and problem-solving skills with the ability to prioritize and act under pressure
• Proven experience managing escalations and resolving complex client or operational issues
• Excellent communication and executive presence; able to influence senior leaders and clients
• Familiarity with CRM and client health tools (e.g. Salesforce). Experience building or managing risk frameworks in a client-facing environment
• Background in enterprise client management, project management, or technical support
• Exposure to SaaS metrics such as Gross Retention, Net Revenue Retention, and Client Health Scoring
• Certification or training in risk management or project management (PMP, CRM-P, ISO 31000, etc.) is a plus

Responsibilities

• Facilitate cross-functional “Recovery Plans” for high-value or at-risk clients, aligning internal resources and timelines
• Serve as the primary owner for critical client escalations that involve service, delivery, or product performance
• Maintain transparent communication with internal stakeholders and clients throughout escalation resolution
• Contribute to Root Cause Analysis (RCA) of attrition and develop mitigation plans to address systemic issues.
• Creates and maintains user and procedural documentation
• Collaborates with product development, engineering, and IT teams to resolve complex software issues
• Participates in GTM activities, including release planning and sprint reviews

Candidate Profile

• Analytical Rigor: Ability to assess complex data sets and identify root causes of risk
• Cross-Functional Influence: Skilled at aligning multiple teams toward a common resolution plan
• Calm Under Pressure: Maintains composure during high-stakes client escalations
• Proactive Mindset: Identifies risks before they become crises
• Client Empathy: Understands the business impact of issues from the customer’s perspective
• Operational Discipline: Builds repeatable processes for consistent execution
• Customer focus and a passion for support

Cultural Fit

• Acts with integrity, honesty, tolerance, and inclusion
• Action-oriented and responsive. Takes initiative and follows through with efficiency. Keeps commitments with enthusiasm
• Constantly strives to amaze and be the best in everything s/he does
• Embraces change and knows how to celebrate wins and enjoy the journey

About Us

From 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!