Associate Client Success Manager

About the role

LPS is seeking a commercially minded Associate Client Success Manager to support the growth and health of an assigned client portfolio. Working in partnership with a Senior Client Success Manager, the Associate CSM will take direct ownership of a defined group of accounts, with a particular focus on underperforming and developing clients. This role combines data analysis, client follow-up, sales execution, forecasting, and account development across LPS’s four lines of business: FM Reactive, FM CapEx, Recurring Revenue / Preventative Maintenance, and Signage.

The Associate CSM is a developmental commercial role with direct account and revenue accountability, designed to build the skills required to progress into a Senior CSM position.

Responsibilities

• Portfolio Ownership & Client Health
  • Own an assigned share of a Senior CSM’s portfolio, with emphasis on underperforming and developing accounts.
  • Understand each assigned client's revenue performance, work order activity, QvA activity, current services, and growth potential.
  • Monitor monthly client health trends and identify accounts requiring immediate action.
  • Develop clear account actions designed to move clients from underperforming to successful to ideal.
  • Escalate material revenue risks, service issues, and strategic opportunities to the Senior CSM.
• Revenue Growth & Cross-Vertical Penetration
  • Identify opportunities to expand share of wallet across LPS’s four lines of business.
  • Understand which services each client currently uses and identify the next logical opportunity for penetration.
  • Coordinate with Senior CSMs and appropriate LPS teams to introduce additional capabilities.
  • Support the transition of accounts toward successful client health ($500K+) and ultimately ideal status.
  • Approach clients as a strategic partner, not simply a service vendor.
• QvA Conversion & Follow-Up
  • Maintain disciplined follow-up on open QvA opportunities within the assigned portfolio.
  • Understand why opportunities remain unawarded and document client feedback.
  • Identify pricing, timing, scope, communication, or competitive barriers affecting conversion.
  • Escalate opportunities requiring Senior CSM involvement, negotiation, or executive support.
  • Help convert qualified opportunities into awarded WIP and revenue.
• Forecasting & Data Analysis
  • Monitor the 4-week trailing work order trend for assigned accounts and investigate meaningful changes.
  • Support and maintain accurate client assumptions within the 12-month rolling sales forecast.
  • Analyze revenue, work orders, QvA, client health, and cross-vertical penetration to identify trends and opportunities.
  • Bring the Senior CSM answers and recommended actions—not simply reports or problems.
  • Maintain accurate client notes, opportunities, actions, and follow-up activity within LPS systems.
• Client Engagement
  • Establish productive relationships with client stakeholders within the assigned portfolio.
  • Conduct regular follow-up and account-development conversations.
  • Understand the client's business, facilities needs, challenges, priorities, and future plans.
  • Communicate LPS’s capabilities holistically and connect client needs to appropriate LPS solutions.
  • Partner with the Senior CSM on higher-level client meetings, strategic reviews, escalations, and expansion opportunities.

Success in this role means:

• Underperforming accounts are moving toward successful client health.
• Work order declines are identified early, understood, and acted upon.
• QvA receives consistent follow-up and converts into awarded work.
• Clients increasingly utilize multiple LPS lines of business.
• The 12-month forecast accurately reflects client expectations and opportunities.
• Account risks and opportunities are surfaced proactively.
• Senior CSM capacity is increasingly concentrated on the highest-value strategic relationships.
• The Associate CSM demonstrates readiness to eventually own a larger and more strategic portfolio.

Requirements

• 2–4 years of experience in account management, customer success, business development, sales, facilities management, or a related client-facing role.
• Strong analytical skills and comfort interpreting revenue, work order, pipeline, and performance data.
• Commercial mindset with an interest in growing accounts and expanding client relationships.
• Strong follow-up discipline and ability to manage multiple accounts and priorities.
• Confident client communication and presentation skills.
• Ability to identify a problem, determine the likely cause, and recommend an action.
• Experience with CRM, reporting, or business intelligence tools preferred.
• Facilities management experience is preferred but not required for a strong commercial candidate.