Client Success Manager (CSM), MultiPro Property Solutions

MultiPro Property Solutions•Portland, OR

4d•$65,000 - $75,000•Onsite

About The Position

The Client Success Manager (CSM) serves as the primary point of contact and overall account lead for an assigned portfolio of multifamily clients, owning relationships after the sale and ensuring a high-quality client experience. The role manages a high-volume portfolio that may include up to 100 communities, with regular onsite visits, bi-weekly calls, and ongoing email communication. It is field-based, includes daily onsite client interaction, and requires travel within the assigned region. The CSM works 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 role monitors account health and satisfaction, supports onboarding and service adoption, identifies growth opportunities, and contributes to strategic initiatives and continuous improvement. Compensation is listed at $65,000–$75,000, with a quarterly bonus target of 35% of annual salary.

Requirements

At least 5 years of experience in B2B account management, client success, service delivery, or project management.
Demonstrated 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 and proactive approach to 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 of clients, potentially including up to 100 multifamily communities.
Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in line with branch cadence.
Track client interactions, activity, and outcomes in CRM systems, and achieve client success KPIs for retention, revenue penetration, and services per client.
Proactively identify retention risks, address concerns, and prevent client churn.
Monitor account health, service usage patterns, and client satisfaction feedback.
Conduct portfolio reviews to identify service gaps and account expansion opportunities, and implement action plans to strengthen engagement.
Lead service-delivery issue resolution through established escalation processes and follow up to confirm client satisfaction.
Partner 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 Order Processing, Billing, Sales, and Branch Operations to resolve complex issues.
Grow accounts by upselling and cross-selling services, aligning recommendations to client feedback, performance data, and business needs.
Share leads 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 systems and 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.