Client Success Manager (CSM), MultiPro Property Solutions

Valet Living • Fort Worth, TX

6d • $57,000 • Onsite

About The Position

The Client Success Manager (CSM) serves as the primary point of contact and overall account lead for a large portfolio of multifamily clients, owning the client relationship after the sale and ensuring a high-quality experience. The role works closely with branch leadership, field teams, and internal partners to retain clients, resolve service issues, and grow accounts by aligning services with changing client needs. The portfolio may include up to 100 multifamily communities, with regular onsite visits, bi-weekly calls, and ongoing email communication.

The CSM monitors account health, client satisfaction, service usage, and retention risks; develops plans to strengthen relationships; and identifies opportunities to expand services. The role coordinates service delivery and issue resolution with service delivery managers, subcontractors, and internal teams, and supports onboarding, property walks, subcontractor resourcing, and compliance with work order and pricing processes. It also contributes to strategic initiatives and continuous improvement by gathering and analyzing client feedback.

This is a full-time, field-based role with daily onsite client interaction and required travel within the assigned region. The position requires a personal vehicle, a valid driver’s license, the ability to walk properties including stairs and large outdoor areas, and comfort working outdoors in varying weather. Irregular hours may be required as business needs dictate.

Requirements

• At least 5 years of experience in B2B account management, client success, service delivery, or project management roles.
• 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.
• Strong 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

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

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 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 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 expansion opportunities.
• Develop and implement action plans to strengthen engagement and long-term partnerships.
• Lead service delivery issue resolution and follow established escalation processes.
• 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.
• Follow up after issue resolution to confirm satisfaction and rebuild client confidence.
• Grow accounts through upselling and cross-selling additional 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 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.

Benefits

• Medical, dental, and vision coverage for the employee and family.
• Health Savings Account (HSA) 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