Client Success Manager (CSM), MultiPro Property Solutions

We’re looking for a Client Success Manager (CSM) who knows how to build trust, solve problems, and drive long-term client value. In this role, you’ll serve as the primary point of contact for a large portfolio of multifamily clients, owning the relationship after the sale and ensuring a best-in-class experience every step of the way.

You’ll work closely with branch leadership, field teams, and internal partners to retain clients, resolve issues quickly, and grow accounts by aligning services to evolving client needs. If you’re comfortable managing a high-volume portfolio, enjoy face-to-face client interaction, and take pride in being a trusted advisor, this role is for you.

• 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.
• 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.
• Education: 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. At MultiPro Property Solutions, we recognize talent, reward ambition, and promote from within. If you’re looking for a place where effort leads to opportunity, innovation is encouraged, and leadership is earned, you’ve found it.