Director of Client Success HOA

About the role

The Director of Client Success is responsible for driving organic growth within the market by focusing on two core objectives: retaining existing association clients and generating new business opportunities. This role serves as a strategic bridge between operations, board relationships, and business development ensuring communities receive exceptional service while identifying opportunities to expand the company’s footprint.

Responsibilities

• Develop and execute proactive client retention strategies across managed communities
• Build strong relationships with Board Members, committee leaders, and key decision-makers
• Maintain client health, satisfaction, and renewal risk through structured account reviews
• Identify early warning signs of churn and lead rescue plans for at-risk accounts
• Partner with Community Association Managers (CAMs) and operational leaders to resolve escalations and improve service delivery
• Oversee client onboarding and transition processes to ensure strong early-stage retention
• Support implementation of client satisfaction surveys, executive outreach, and board engagement programs
• Generate new business opportunities through referrals, relationship building, networking, and market presence
• Possess strong relationships with developers, real estate professionals, attorneys, and industry partners that influence HOA/association decisions
• Support proposal development, board presentations, and new business pitch meetings
• Identify upsell opportunities for maintenance, construction, insurance, and ancillary services
• Help create and execute local market growth strategies aligned with company goals
• Work cross-functionally with CAMs, finance, maintenance, and executive leadership to improve overall client outcomes
• Promote a culture of transparency, accountability, and proactive client engagement
• Track retention, referral conversion, and organic growth KPIs
• Provide reporting and strategic recommendations to leadership on client health and growth opportunities

Requirements

Energetic and strategic leader who thrives in a fast-paced, growing environment and brings a passion for driving operational excellence, team performance, and client satisfaction. Personable and customer-focused executive who builds strong relationships, leads with professionalism, and is committed to delivering extraordinary service to clients and stakeholders. Detail-oriented and adaptable professional who embraces change, champions innovation, and confidently leads teams through growth, process improvement, and evolving business needs.

Qualifications

• 5+ years of experience in community management, HOA management, client success, business development, or related leadership roles
• Strong understanding of community association operations and board governance
• Proven success in client retention, relationship management, and/or new business development
• Excellent communication, executive presence, and presentation skills
• Strong problem-solving ability with a proactive and strategic mindset
• Experience working with CAMs, Board Members, and association leadership preferred
• Familiarity with platforms such as Vantaca, CINC Systems, or FrontSteps is a plus

Skills

• Microsoft’s Excel, WORD, and Outlook proficiency
• Excellent communication skills, both written and verbal

Benefits

Competitive compensation package including base salary, bonus potential, and benefits.

Pay

Commensurate with experience.

Schedule

Full-time.