Customer Success Manager

Ambassador Services is a full-service commercial facility maintenance provider serving commercial, educational, and industrial spaces across Greater Texas and surrounding states. From janitorial services to HVAC maintenance and landscaping, we bring consistency, professionalism, and integrity to every site we serve.

Our team is built on trust, transparency, and a passion for service. We're growing fast and we're looking for dedicated individuals to grow with us.

Position Location: Houston, TX

The Customer Success Manager (CSM) plays a pivotal role in ensuring customer satisfaction, retention, and growth within Ambassador Services’ client portfolio. Acting as both an advocate for the customer and a representative of the company, the CSM serves as the primary point of contact for escalations, feedback, and strategic account support. This role is responsible for strengthening client relationships, driving continuous improvement in service delivery, and identifying opportunities to enhance customer value by promoting additional services and solutions in a consultative manner.

The CSM collaborates closely with internal teams—including operations, HR, finance, and quality assurance—to ensure service excellence and operational efficiency. This individual must balance proactive account management with responsive problem resolution to uphold the company’s reputation for reliability and client satisfaction.

• Client Relationship Management
• Serve as the primary account liaison for assigned clients, ensuring strong, long-term relationships.
• Conduct regular client meetings (in-person or virtual) to review performance, gather feedback, and align on goals.
• Maintain clear, professional communication to ensure clients feel heard, valued, and supported.
• Develop and maintain client account plans that identify key contacts, service requirements, and account objectives.
• Act as the first point of contact for any client concerns, feedback, or escalations regarding service delivery.
• Investigate service issues thoroughly, coordinating with relevant internal departments to identify root causes and implement corrective actions.
• Provide timely updates to clients on issue resolution progress, demonstrating transparency and accountability.

• Service Improvement & Delivery Oversight
• Monitor service quality against contractual requirements and customer expectations.
• Partner with operations managers and field teams to ensure compliance with service level agreements (SLAs).
• Proactively identify service gaps and lead initiatives to address deficiencies and enhance performance.
• Track and report on key account metrics (e.g. customer satisfaction, service KPIs, response times).
• Work collaboratively with operations, HR, finance, safety, and training teams to deliver cohesive, client-centered service.
• Coordinate internally to support seamless onboarding of new clients and smooth transitions during contract modifications.
• Participate in cross-functional meetings to provide client insights and advocate for customer priorities.

• Consultative Selling / Value Promotion
• Identify client needs for additional services or products through regular engagement and analysis of service gaps.
• Present value-added solutions in a consultative, indirect manner that builds trust and positions Ambassador Services as a strategic partner.
• Assist in preparing proposals and supporting materials for upsell opportunities, in coordination with sales and leadership teams.

• Account Documentation & Reporting
• Maintain accurate records of client communications, service agreements, site visits, and action plans.
• Utilize CRM systems to track account activity, service issues, and opportunities for growth.
• Provide detailed reports and presentations to management and clients, highlighting service performance and improvement initiatives.

• Other Duties
• Represent the company at client and industry events as required.
• Support company-wide customer success initiatives and process improvements.
• Participate in training and development activities to stay current with industry best practices.

• Strong interpersonal and relationship…