Client Success Manager

Join to apply for the Client Success Manager role at Project Access

Hybrid in Orange, CA, or Remote based in Phoenix/Tucson, AZ, Jacksonville, FL, or Atlanta, GA

Overview

Project Access is a dynamic, growing non‑profit that serves over 27,000 children, families, and seniors across the country. We connect, engage, and empower residents through four key initiatives:
Economic Stability, Education for Youth & Families, Health & Wellness, and Community Building. Our impact is tangible and life‑changing, as evidenced by the success stories on our website:(Use the "Apply for this Job" box below)..

The Opportunity

The Client Success Manager is the primary steward of client relationships and account health, ensuring every partner—including Developers, Property Management companies, and ESG investors—experiences exceptional service, proactive support, and seamless issue resolution. Working closely with the Director of Business Development and cross‑functional teams, you protect and grow partnerships by making client success our top priority.

Fit Criteria

You are a strategic relationship builder who thrives on ensuring client success and satisfaction. You have a natural client advocacy mindset with exceptional problem‑solving and de‑escalation skills. You excel at identifying at‑risk accounts early and implementing successful retention strategies. You are highly organized, detail‑oriented, and able to manage multiple priorities while coordinating cross‑functional teams. You have a proactive, consultative approach to client service and take full ownership of issue resolution from start to finish.

What

You Will Be Doing Client Retention & Account Health Management

• Serve as primary point of contact for all existing clients, building trusted relationships that drive long‑term retention
• Conduct quarterly business reviews and proactively monitor account health through check‑ins, surveys, and performance metrics
• Identify early warning signs of potential churn and implement immediate intervention strategies to maintain 90%+ retention rates
• Track client satisfaction scores, lifetime value, and engagement metrics while anticipating needs before issues escalate

Customer Service Issue Resolution & De‑escalation

• Lead de‑escalation and resolution of all customer service issues, acting as the client advocate and central coordination point between clients and internal departments
• Establish clear issue resolution protocols with defined response times; handle day‑to‑day communications with urgency and professionalism
• Identify systemic issues affecting multiple clients and work with leadership to implement permanent solutions
• Document concerns, resolutions, and lessons learned; coordinate cross‑functional teams for complex issues

Client Onboarding, Growth & Revenue Expansion

• Execute seamless handoffs from Business Development to program delivery teams with standardized onboarding processes
• Monitor 30/60/90‑day milestones to guarantee successful program launches with early wins
• Identify service expansion opportunities within existing partnerships; collaborate with Director of Business Development on data‑supported growth strategies
• Coordinate contract renewals, COIs, and negotiations; organize client appreciation events and investor meetings

Sales Support & Business Development

• Qualify incoming leads through market research and discovery conversations; support initial discovery calls to understand deals and customer journey
• Prepare detailed prospect profiles, needs assessments, and customized presentations with case studies and ROI models
• Maintain CRM systems and generate pipeline reports tracking conversion rates and opportunity status
• Coordinate site visits for prospects and compliance reviews; facilitate reference calls and maintain database of client success stories

Market Intelligence & Performance Reporting

• Research ESG investment and housing trends in target markets; analyze competitor offerings and policy changes creating new prospects
• Prepare reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics
• Provide data‑driven insights to refine client success and retention strategies
• Perform other related…