Customer Success Manager

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Why is Access Management an Employer of Choice?

We believe in fostering a positive and supportive work environment that values our employees' well‑being. If you're excited about the prospect of joining our team and experiencing these benefits firsthand, we invite you to apply today!

Comprehensive Benefits Package

• Medical/Dental/Vision insurance – Percentage of premium covered by Access Management for all full‑time positions
• Paid days off
• 40 hours PTO available after 90 days of employment
• 40 hours PTO available after 6 months of employment
• Matching 401k plan
• $15,000 employer‑paid life insurance available for all full‑time positions with option to purchase additional coverage
• Professional development opportunity
• Short and long term disability available
• Accidental Death and Dismemberment Plan
• Hospitalization Plan

Customer Success Manager About the Role

We are seeking a collaborative and solutions‑focused Customer Success Manager (CSM) to support the success of our community management teams and the communities they serve. This role works closely with Community Managers and internal departments to improve service delivery, address escalations, and strengthen client satisfaction and retention.

Rather than day‑to‑day board interaction, the Customer Success Manager acts as a strategic support resource—stepping in when additional coordination, problem‑solving, or relationship management is needed.

What You’ll Do Manager & Team Collaboration (Primary Focus)

• Partner closely with Community Managers to support the success of their assigned portfolios
• Act as a resource for complex situations, escalations, and client concerns
• Help Community Managers navigate challenging communications and expectations
• Support transitions, onboarding of new communities, and portfolio changes
• Reinforce company standards, processes, and service consistency across portfolios

Client Success & Retention

• Monitor client satisfaction trends and identify potential risks across assigned communities
• Proactively address issues that could impact retention or service quality
• Support leadership and Community Managers during renewal conversations by helping demonstrate value
• Assist in developing and executing retention and service‑improvement strategies

Cross‑Functional Coordination

• Work collaboratively with accounting, maintenance, compliance, and leadership teams to resolve service issues
• Help ensure internal alignment and follow‑through on client commitments
  
  Identify operational bottlenecks and recommend process improvements

Process, Reporting & Improvement

• Track escalations, trends, and outcomes in internal systems
• Identify recurring challenges and recommend workflow or policy improvements
• Provide insights and reporting to leadership on portfolio health and service performance

Required Qualifications

• 3+ years of experience in community association management, customer success, account management, or a similar support‑focused role
• Strong collaboration and problem‑solving skills
• Ability to balance advocacy for clients with support for internal teams
• Excellent communication skills and professional judgment

Preferred Qualifications

• Direct experience supporting Community Managers or operational teams
• Familiarity with HOA/COA operations, governing documents, and board dynamics
• Experience with community management or CRM software. Vantaca property management experience a plus.

Work Environment

• Office‑based

Why You’ll Love Working Here

• Be a key support partner to Community Managers and operations teams
• Play a meaningful role in improving service consistency and retention
• Collaborative, team‑oriented culture
• Competitive compensation, benefits, and growth opportunities

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Other

Industries

Hospitality

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