Remote Client Success & Retention Manager

Royal York Property Management, inc.; Región Centro; Hybrid; MXN 515,000 - 588,000; Full time

Job summary

Royal York Property Management, inc. is seeking a Client Retention & Customer Experience Manager to lead our property-management team and enhance service levels for owners and tenants.

You will drive onboarding, check-ins, and proactive problem resolution while managing every stage of client and tenant relationships. This hands-on role requires strong leadership, accountability, organization, and deep knowledge of property management.

Qualifications

• Four or more years of North American residential property-management or closely related experience.
• At least two years leading or managing property managers or client-facing teams.
• Experience with owner and tenant communication, rent collection, renewals, and escalations.
• Experience with Buildium, AppFolio, Yardi, Propertyware, Rent Manager, or comparable software.
• Excellent written and spoken English.

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 prevent cancellations.
• Follow up on leases, renewals, and property-management agreements.
• Monitor rent collection, arrears, and related notices.
• Oversee maintenance requests and tenant turnover activities.
• Produce reports identifying risks and required actions.

Skills

Account Management

Client Retention

Customer Experience

Customer Success

Operations Leadership

Property Management

Real Estate

Remote Team Management

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management, inc. is seeking a Client Retention & Customer Experience Manager to lead our property-management team and enhance service levels for owners and tenants.

You will drive onboarding, check-ins, and proactive problem resolution while managing every stage of client and tenant relationships. This hands-on role requires strong leadership, accountability, organization, and deep knowledge of property management.