Client Success Manager (CSM), MultiPro Property Solutions

Valet Living • Portland, OR

2d • 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 client relationships after the sale and ensuring a high-quality client experience. The role partners with branch leadership, field teams, service delivery managers, subcontractors, and internal departments to retain clients, resolve issues, and grow accounts by aligning services with changing client needs. The position is field-based with daily onsite client interaction and requires travel within the assigned region. The portfolio may include up to 100 multifamily communities. The schedule is full-time, with flexibility to work irregular hours as business needs require.

Compensation is listed as $65,000–$75,000, with a bonus target of 35% of annual salary paid quarterly. The final offer may vary based on location, experience, and skills. The application window is anticipated to close 60 days after the job is posted.

MultiPro Property Solutions describes a culture focused on accountability, impact, innovation, professional growth, and promotion from within. The company is an Equal Opportunity Employer.

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.
• Understanding of service delivery, coordination, and issue resolution.
• Analytical, proactive problem-solving skills, including identifying risks and implementing solutions.
• Proficiency with CRM and work order management platforms.
• 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.
• Consistent professionalism, confidentiality, and high ethical standards.

Nice To Haves

• Experience recruiting and onboarding service partners or subcontractors.
• Bachelor’s degree preferred.
• Bilingual English/Spanish skills are a plus.
• Salesforce experience preferred.

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 high-volume client portfolio, potentially covering up to 100 multifamily communities.
• Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in accordance with branch cadence.
• Record client interactions, activity, and outcomes in CRM systems.
• Meet client success KPIs, including retention, revenue penetration, and services per client.
• Proactively identify retention risks, address concerns, and prevent churn.
• Monitor account health, service usage, and client satisfaction feedback.
• Review portfolios to identify service gaps and account expansion opportunities.
• Develop and implement plans to strengthen client engagement and partnerships.
• Lead service-delivery issue resolution through established escalation processes.
• Partner with Service Delivery Managers and subcontractors to ensure timely, high-quality service.
• Facilitate change orders, approvals, and service adjustments in line with client expectations and branch revenue goals.
• Work with Order Processing, Billing, Sales, and Branch Operations to resolve complex issues.
• Follow up after issues are resolved to confirm client satisfaction and rebuild confidence.
• Grow accounts by upselling and cross-selling additional services.
• Recommend services based on 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 transfer of trust for new clients.
• Conduct property walks with maintenance leaders to align on work scope, service expectations, and pricing.
• Support recruiting, onboarding, and deployment of subcontractor resources to meet service demand.
• Ensure compliance with systems and processes for work orders, pricing, preferred resources, and subcontractor availability.
• Stay aligned with clients’ 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.

Benefits

• Medical, dental, and vision coverage for employees and their families.
• Health Savings Account with employer contributions.
• Flexible Spending Accounts.
• 401(k) with company match.
• Life and disability insurance.
• AD&D coverage.
• Business travel coverage.
• Flexible time off with no preset accruals.
• 10 company-paid holidays.
• Tuition reimbursement up to $5,250 per year.
• Access to an online education center.
• Referral bonuses.
• Pet insurance.
• Associate assistance programs.
• Discount programs.
• Rewards and recognition.
• Free access to Torch Fitness virtual programs.
• Quarterly bonus target of 35% of annual salary.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed