Client Success & Retention Manager — Remote

Royal York Property Management, inc.; Puebla de Zaragoza; Híbrido; MXN 515.000 - 588.000; Jornada completa

Descripción de la vacante

Royal York Property Management is seeking a Client Retention & Customer Experience Manager to lead our property-management team in a role that combines client relations with operational leadership.

You will ensure owners and tenants receive consistent service, manage follow-ups, resolve issues promptly, and guide every stage of the client and tenant relationship. This hands-on manager role requires strong leadership and organization.

Formación

• Experience in North American residential property-management or closely related fields.
• Proven ability to lead and coach client-facing teams.
• Strong English written and spoken communication.

Responsabilidades

• Lead and manage the property-management team.
• Ensure onboarding calls and regular check-ins with owners and tenants.
• Identify at-risk clients and take action to prevent cancellations.
• Follow up on and renew property-management agreements.
• Monitor rent, arrears, and legal notices.
• Assign, track, and resolve maintenance requests.
• Handle escalated owner and tenant concerns.
• Oversee tenant renewals and turnover activities.
• Prepare reports highlighting risks, deadlines, and actions.

Conocimientos

Account management

Client retention

Customer experience

Customer success

Operations leadership

Property management

Real estate

Remote team management

Descripción del empleo

Royal York Property Management is seeking a Client Retention & Customer Experience Manager to lead our property-management team in a role that combines client relations with operational leadership.

You will ensure owners and tenants receive consistent service, manage follow-ups, resolve issues promptly, and guide every stage of the client and tenant relationship. This hands-on manager role requires strong leadership and organization.