Client Success & Retention Lead (Remote)

Royal York Property Management, inc.; Perímetro Urbano Barranquilla; Remote; COP 95,227,000 - 108,831,000; Full time

Job summary

Royal York Property Management, inc. seeks an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure consistent service for owners and tenants.

This hands-on role requires strong leadership, accountability, organization, and deep property-management knowledge, with the ability to manage every stage of client and tenant relationships from onboarding to renewal.

Qualifications

• Four+ years in North American residential property-management or closely related experience.
• At least two years leading or managing property managers or client-facing operations.
• Experience with owner and tenant communications, rent collection, renewals, maintenance, leasing, turnovers, and escalations.
• Experience holding employees accountable for deadlines and performance expectations.
• Experience with property-management software Buildium, AppFolio, Yardi, Propertyware, Rent Manager, or similar.

Responsibilities

• Manage, coach, and evaluate the property-management team.
• Ensure onboarding calls and regular check-ins with owners and tenants.
• Identify dissatisfied or at-risk clients and take action to prevent cancellations.
• Ensure management agreements are followed up on and renewed.
• Monitor rent collection, arrears, and related legal matters.
• Oversee maintenance requests and ensure resolution.
• Handle escalated owner and tenant concerns.
• Monitor tenant renewals and support retention efforts.
• Coordinate tenant turnover activities including advertising and leasing.
• Oversee occupied-property takeovers and ensure records and documents are collected.
• Ensure tenants receive proper notifications and introductions.
• Track overdue tasks, unresolved cases, and team performance.
• Produce reports identifying risks and required actions.
• Improve workflows, service standards, documentation, and accountability.

Skills

Leadership and coaching

North American property-management exp

Client-facing operational team mgmt

Excellent written and spoken English

Organization, judgment, conflict-res

Decision-making with minimal oversight

Full-time availability (ET hours)

Reliable internet/back-up power

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management, inc. seeks an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure consistent service for owners and tenants.

This hands-on role requires strong leadership, accountability, organization, and deep property-management knowledge, with the ability to manage every stage of client and tenant relationships from onboarding to renewal.