Client Success Manager

DJ Alexander; City of Edinburgh; On-site; GBP 40,000 - 45,000; Full time

Job summary

A leading property management firm is seeking a Client Success Manager in Edinburgh. The role involves enhancing client relationships, reducing churn, and maximizing portfolio growth. Candidates should have experience in property management and strong negotiation skills. Offering a competitive salary between £40,000 - £45,000 plus bonuses.

Benefits

Health & Wellbeing resources

Funded qualifications and training programmes

Up to 28 days’ holiday plus bank holidays

Cycle2Work scheme

Life assurance cover

Qualifications

• Experience in property/lettings management, landlord relations, or client retention in the property sector.
• Strong relationship management and negotiation skills are essential.
• Ability to de-escalate issues and regain landlord confidence.

Responsibilities

• Conduct exit interviews with departing landlords.
• Track landlord and tenant churn rates.
• Prepare retention reports for senior leadership.
• Work with finance and lettings teams to forecast retention impact.
• Design and implement strategies to improve renewal rates.
• Engage with landlords through regular reviews and updates.

Skills

Relationship management

Negotiation skills

De-escalation issues

Commercial awareness

Job description

We believe great outcomes, begin with great people.

Welcome to DJ Alexander, a trusted name in property across Scotland. Now part of Lomond, the UK’s leading property group and recently named one of the Sunday times best places to work, DJ Alexander combines extensive local insight across with the resources of a wider network. Our experienced team is here to guide people through every step of buying, selling, or letting their home.

We are looking for a Client Success Manager to join us in our Edinburgh office. The Client Success Manager will be responsible for developing and implementing strategies to enhance tenant, landlord, and client satisfaction, reducing churn and maximising long term occupancy, income, and portfolio growth. A key focus will be on engaging with landlords who may be considering leaving the agency, ensuring concerns are addressed and relationships strengthened to retain their business.

The salary for this role is £40,000 - £45,000 plus commisson/bonus.

What is in it for you

• Health & Wellbeing - Access to our smart spending app with discounts at 900+ retailers, wellbeing resources, free counselling, and a Virtual GP service.
• Learning & Development - We’ll support your professional growth with funded qualifications and over 90 in house training programmes.
• Holidays & Enhanced Leave - Up to 28 days’ holiday plus bank holidays, your birthday off, the option to buy extra days, and enhanced family friendly leave (Neonatal, maternity, paternity, adoption & IVF).
• Lifestyle Perks - Cycle2Work scheme, Smart Tech scheme for the latest gadgets, and celebrations for long service.
• Security & Support - Life assurance cover to protect your loved ones.

What the role looks like

• Conduct exit interviews with departing landlords to understand pain points and create win back opportunities.
• Track landlord and tenant churn rates, identifying trends and risks early.
• Prepare retention reports for senior leadership.
• Work closely with finance and lettings teams to forecast the impact of retention.
• Design and implement strategies to improve renewal rates for leases and contracts.
• Identify landlords who have served notice or indicated dissatisfaction and implement tailored strategies to retain their business.
• Proactively engage with landlords through regular reviews, portfolio performance updates, and value add services.

What we are looking for

• Experience in property/lettings management, landlord relations, or client retention, within the property sector is essential.
• Strong relationship management and negotiation skills.
• Ability to de-escalate issues and win back landlord confidence.
• Commercial awareness of lettings market dynamics and landlord motivations.

At DJ Alexander, diversity and inclusion are at the heart of what we do. We welcome applicants from all backgrounds, nationalities, abilities, and perspectives.

We’re also committed to ensuring an inclusive and accessible recruitment process. If you require any adjustments or support during the application or interview stage, just let us know — we’ll be happy to help.

Join us and experience a workplace that truly values you.