Client Success Manager (CSM), MultiPro Property Solutions

MultiPro Property Solutions•Dallas, TX

6d•$57,000•Onsite

About The Position

The Client Success Manager serves as the primary point of contact and account lead for a large portfolio of multifamily clients, owning the client relationship after the sale and working to deliver a high-quality experience. The role works closely with branch leadership, field teams, subcontractors, and internal partners to retain clients, resolve service issues, and grow accounts by matching services to changing client needs. The portfolio may include up to 100 multifamily communities. This is a full-time, field-based position with daily onsite client interaction and required travel within an assigned region. The manager builds long-term relationships with onsite decision-makers, conducts onsite visits and regular client communications, tracks activity in CRM systems, and meets client success measures such as retention, revenue penetration, and services per client. They monitor account health and satisfaction, identify service gaps and expansion opportunities, and develop plans to strengthen client engagement. The role leads service issue resolution and risk mitigation, coordinating with Service Delivery Managers, subcontractors, and internal teams such as Order Processing, Billing, Sales, and Branch Operations. It also supports change orders, onboarding and transfer of trust, property walks, subcontractor recruiting and deployment, account expansion, national account initiatives, and continuous improvement based on client feedback. The position requires travel within the assigned region using a personal vehicle, walking properties including stairs and large outdoor areas, and working outdoors in varying weather. Irregular hours may be required as business needs dictate. Compensation starts at $57,000+, with a quarterly bonus target of 35% of annual salary. The final offer may vary based on location, experience, and skills.

Requirements

At least 5 years of experience in B2B account management, client success, service delivery, or project management.
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 problem-solving skills, including identifying risks and implementing solutions.
Proficiency with CRM and work order management platforms.
Professionalism, confidentiality, and high ethical standards.
Ability to travel within the assigned region using a personal vehicle.
Ability to walk properties, including stairs and large outdoor areas.
Comfort working outdoors in varying weather conditions.
Valid driver's license.
Flexibility to work irregular hours as business needs require.

Nice To Haves

Salesforce experience is preferred.
Experience recruiting and onboarding service partners.
Bachelor's degree preferred.
Bilingual English/Spanish skills.

Responsibilities

Serve as the primary point of contact and overall account lead for assigned clients.
Build and maintain long-term relationships with onsite decision-makers.
Manage a large portfolio, potentially including up to 100 multifamily communities.
Conduct onsite visits, bi-weekly calls, and ongoing email communications in line with branch cadence.
Track client interactions, activity, and outcomes in CRM systems.
Achieve client success KPIs, including retention, revenue penetration, and services per client.
Proactively identify retention risks, address concerns, and prevent client churn.
Monitor account health, service usage patterns, and satisfaction feedback.
Conduct portfolio reviews to identify service gaps and account expansion opportunities.
Develop and implement plans to strengthen client engagement and long-term partnerships.
Lead client communication on service delivery issues and follow established escalation and resolution processes.
Partner with Service Delivery Managers and subcontractors to ensure timely, high-quality service.
Facilitate change orders, approvals, and service adjustments to meet client expectations and branch revenue goals.
Collaborate with Order Processing, Billing, Sales, and Branch Operations to resolve complex issues.
Follow up after issue resolution to confirm satisfaction and rebuild confidence.
Grow assigned accounts through upselling and cross-selling 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 onboarding and the 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 processes for 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.