Client Success Manager (CSM), MultiPro Property Solutions
Valet Living · San Mateo, CA · 1 mo ago
Management$74k–$84k/yrFull-time
What You’ll Do
- Relationship & Portfolio Management
- 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.
- Client Retention & Satisfaction
- 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.
- Service Delivery, Issue Resolution & Risk Mitigation
- 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.
- Revenue Growth & Account Expansion
- 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.
- Onboarding & Adoption
- 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.
- Strategic Planning & Continuous Improvement
- 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.
- Perform additional responsibilities as needed, demonstrating flexibility and ownership.
- Client & Account Management Experience: 5+ years in B2B account management, client success, service delivery, or project management roles.
- Relationship Builder: Proven ability to build trust with onsite and executive-level decision-makers.
- Highly Organized: Strong time management and prioritization skills in a fast-paced, high-volume environment.
- Service-Minded: Deep understanding of service delivery, coordination, and issue resolution.
- Problem-Solver: Analytical and proactive in identifying risks and implementing solutions.
- CRM Experience: Proficiency with CRM and work order management platforms; Salesforce preferred.
- Subcontractor Experience: Experience recruiting and onboarding service partners is a plus.
- Integrity-Focused: Consistently operates with professionalism, confidentiality, and high ethical standards.
- Educational Background: Bachelor’s degree preferred.
- Language Skills: Bilingual (English/Spanish) a plus.
- Ability to travel within the assigned region using a personal vehicle.
- Ability to walk properties, including stairs and large outdoor areas.
- Comfortable working outdoors in varying weather conditions.
- Valid driver’s license.
- Flexibility to work irregular hours as business needs require.
- Work hard, grow fast.
- Comprehensive Benefits: Health Benefits, Financial Security, Flexible Time Off, Professional Development, Additional Perks.
- Equal Opportunity Employer: Diversity is valued and celebrated.