Client Success Manager, MultiPro Property Solutions

Role Overview

• Serve as the primary point of contact and overall account lead for assigned clients.
• Build and maintain strong, long-term relationships with onsite decision-makers.
• Manage a large client portfolio that may include up to 100 multifamily communities.
• Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in line with branch cadence.
• Track all client interactions, activity, and outcomes in CRM systems.
• Achieve defined client success KPIs including retention, revenue penetration, and services per client.
• Own client retention by proactively identifying risks, addressing concerns, and preventing churn.
• Monitor account health, service usage patterns, and satisfaction feedback.
• Conduct regular portfolio reviews to identify service gaps and expansion opportunities.
• Develop and implement action plans to strengthen engagement and long-term partnerships.
• Act as the lead contact for service delivery issues, following established escalation and resolution processes.
• Partner closely with Service Delivery Managers and subcontractors to ensure timely, high-quality service.
• Facilitate change orders, approvals, and adjustments to meet client expectations and branch revenue goals.
• Collaborate with internal teams including Order Processing, Billing, Sales, and Branch Operations to resolve complex issues efficiently.
• Conduct follow-ups after issue resolution to confirm satisfaction and rebuild confidence.
• Grow assigned accounts through upselling and cross-selling additional MultiPro services.
• Align service recommendations with client feedback, performance data, and evolving business needs.
• Share leads and opportunities for new core services with branch leadership and sales partners.
• Lead the onboarding and transfer-of-trust process for new clients.
• Conduct property walks with maintenance leaders to align on scope of work, service expectations, and pricing.
• Support recruiting, onboarding, and deployment of subcontractor resources to meet service demand.
• Ensure compliance with systems and processes related to work orders, pricing, preferred resources, and subcontractor availability.
• Partner with clients to stay aligned with changing operational and business objectives.
• Support national account initiatives, pilots, and strategic wins as needed.
• Gather, track, and analyze client feedback to identify trends and drive continuous improvement.

Requirements

• 5+ years in B2B account management, client success, service delivery, or project management roles.
• Proven ability to build trust with onsite and executive-level decision-makers.
• Strong time management and prioritization skills in a fast-paced, high-volume environment.
• Deep understanding of service delivery, coordination, and issue resolution.
• Analytical and proactive in identifying risks and implementing solutions.
• Proficiency with CRM and work order management platforms; Salesforce preferred.
• Experience recruiting and onboarding service partners is a plus.
• Consistently operates with professionalism, confidentiality, and high ethical standards.
• Bachelor’s degree preferred.
• Bilingual (English/Spanish) a plus.

Benefits

• Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
• Financial Security: 401k with company match, life and disability insurance, AD&D, and business travel coverage
• Flexible Time Off: No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays.
• Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center
• Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs