Vice President of Client Success

Job Overview

The Vice President of Client Success is responsible for protecting client retention and stabilizing relationships with high value communities during critical moments, including board elections, contract renewals, and leadership transitions. This role partners with community management and executive leadership to ensure board members and candidates understand the value of First Service Residential and the fundamentals of effective board governance.

The role focuses on early risk identification, trust building, and meaningful relationship development to support long‑term client stability across the West Region’s key communities.

$150K-$170K plus Bonus

Position can sit in any of the following offices in California, Nevada, Arizona, or Texas.

• Develop and execute retention strategies for destabilizing moments, with a primary focus on board elections, renewals, and leadership transitions across assigned West Region communities, while serving as a critical resource and ambassador for First Service Residential helping to shape recommended strategies and actions that drive long‑term client success and retention.
• Partner closely with community management to assess sentiment, understand board dynamics, and tailor election and pre‑election communication strategies, leveraging a deep understanding of the company’s proprietary offerings, services, and key differentiators to clearly demonstrate organizational value.
• Serve as a key point of contact for key board candidates and influential stakeholders critical to client retention, maintaining proactive engagement throughout the election lifecycle.
• Provide regular insights and updates to executive leadership regarding election risk, candidate dynamics, and community sentiment, identifying patterns where present and offering recommendations to enhance client service delivery and retention outcomes.
• Address client feedback and concerns promptly, escalating issues appropriately to regional and executive leadership, while demonstrating the company’s value proposition and commitment to service excellence.
• Act as a client advocate during election cycles by collaborating with cross‑functional teams to ensure alignment, responsiveness, and consistency.
• Support the development and deployment of structured training for new board members, delivered in partnership with community management and approved platforms.
• Partner with Innovation and Marketing to develop scalable, virtual tools and resources that educate current and prospective board members on effective governance and the value and proprietary offerings of First Service Residential.

• Strong verbal and written communication skills, with the ability to engage board members, candidates, and executives clearly, professionally, and with credibility.
• High comfort and fluency with technology platforms used to create, deliver, track, and report on election lifecycle engagement and client communications.
• Demonstrated ability to build and sustain trusted relationships, showing sound judgment, empathy, and professionalism in complex or high‑sensitivity situations.
• Proven critical thinking and analytical skills, with the ability to identify risk early and address issues proactively before they escalated.
• Effective negotiation and influence skills, capable of managing expectations, navigating conflict, and aligning diverse stakeholder perspectives.
• Strong understanding of client relationship management and communication or marketing best practices within a service‑driven organization.
• Excellent problem‑solving and decision‑making abilities in fast‑paced, ambiguous environments.
• Ability to work independently while collaborating effectively across regional, national, and cross‑functional teams.

• Proven experience in a client‑facing role, such as account management or customer relations.
• Experience working with Homeowners Association management preferred.
• CMCA or higher community management designation preferred.
• Bachelor’s degree in business, communications or marketing preferred or relevant business experience commensurate with scope and…