Client Success Manager

Client Success Manager

The Client Success Manager is responsible for managing a portfolio of Property Management Companies and strategic client accounts, driving adoption, compliance, engagement, retention, and revenue growth. This role serves as a trusted advisor to property managers, leasing teams, and regional leadership while ensuring we deliver consistent value to the properties, while driving revenue to Pet Screening. Success is measured through client retention, platform adoption, resident compliance rates, portfolio health, and consistent engagement across assigned properties.

This is a hybrid, client-facing role that requires regular in-office collaboration and travel to client properties, industry conferences, and company events. The ideal candidate is self-motivated, accountable, resourceful, client-centric, and driven to achieve both customer and business objectives. Successful candidates must be able to fulfill these essential job functions as part of the role.

• Build and maintain strong client relationships while managing accounts strategically to drive satisfaction, retention, engagement, and long-term success.
• Serve as the primary point of contact for assigned client accounts, building strong relationships and driving long-term success.
• Conduct strategic account reviews and consultations to align with client goals and business objectives.
• Develop and execute account plans in partnership with Account Managers, monitor account health and performance, and track key milestones and metrics.
• Identify opportunities to increase client engagement, product adoption, value realization, and account growth.

• Drive product adoption and ensure clients achieve desired outcomes through ongoing support and guidance.
• Coordinate with the Training team to ensure clients are enrolled in and completing appropriate onboarding and educational programs; track completion and follow-up where engagement is lacking.
• Monitor reporting dashboards to determine account health and identify opportunities to improve utilization and engagement.
• Deliver industry best practices, benchmarking insights, and recommendations that help clients improve performance and capture additional revenue opportunities.

• Proactively identify properties with non-compliant residents and initiate outreach to property managers and leasing teams to drive corrective action.
• Partner with clients to develop and execute resident compliance improvement plans within their portfolio.
• Track and report compliance rates as a core component of portfolio health, alongside adoption and retention metrics.
• Communicate the operational and risk implications of non-compliance to client stakeholders in a clear, consultative manner.

• Partner with internal teams to ensure a seamless client experience and advocate for client needs.
• Collaborate with Sales, Account Management, Product, Training, Client Operations, and Customer Support to address client needs.
• Escalate and coordinate the resolution of complex client issues when necessary.
• Communicate client feedback, trends, and opportunities to internal stakeholders.
• Participate in company initiatives, industry events, and client-facing activities that support organizational goals.

Required

• 3+ years of experience in Client Success, Customer Success, Account Management, Relationship Management, or a related client-facing role
• Strong verbal, written, and presentation communication skills
• Demonstrated ability to manage compliance programs, policy-driven outreach, or enforcement workflows
• Ability to travel as required to support client and business needs
• Ability to work in a hybrid environment with regular in-office attendance

Preferred

• Experience in property management, multifamily housing, proptech, or SaaS
• Experience coordinating with training or enablement teams to drive client adoption outcomes
• Experience supporting product adoption, implementation, or change management initiatives
• Professional certifications related to customer success, project management, or account management

Client Relationship Management Develops and maintains trusted relationships with clients through consistent engagement, responsiveness, and partnership-focused interactions.

- Performance & Results Management Prioritizes activities, executes responsibilities effectively, and achieves established individual and team objectives.

Strategic Account Management Aligns client goals with organizational solutions, identifies growth opportunities, and supports long-term account success.

- Client Insights & Reporting Monitors account performance, analyzes client data, and provides actionable insights that support client success and business objectives.

Compliance & Adoption Advocacy Monitors resident compliance across assigned portfolios, proactively surfaces non-compliance issues, and partners with clients to drive resolution and program integrity.

- Cross-Functional Collaboration Partners effectively with internal teams to coordinate resources,…