Client Success Manager

Jobtailor; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Neighborly Software is seeking a Client Success Manager to manage a portfolio of clients, drive success, retention, and growth. You will build relationships, define goals, and coach users on the software to maximize value.

In this role, you will develop expertise in configuring the solution to meet client needs, coordinate with internal teams, and educate clients on features related to HUD programs such as Housing Choice Vouchers, CDBG, ESG, HOME, and HOPWA. Remote work not required.

Qualifications

• 2+ years in a client-facing role within a Technology/SaaS environment.
• Experience writing and using basic HTML.
• Strong communication and presentation skills for diverse stakeholders.
• Subject matter expert in HUD programs is a plus.

Responsibilities

• Manage a portfolio of clients and drive their success, retention, and growth.
• Build client relationships, define outcomes, and coach users on the software.
• Develop expertise configuring the software to meet client needs.
• Coordinate with internal resources to ensure client satisfaction.
• Resolve inquiries via phone, email, and ticket support.
• Educate clients on software features and HUD-related functionality.
• Promote retention and expansion through value-based relationships.

Skills

Client Relationship Management

SaaS Experience

HUD Program Knowledge

Basic HTML Proficiency

CRM Software

Tools

Neighborly Software

CRM Software

Job description

• Manage a portfolio of clients with responsibility for their success, retention, and account growth
• Build client relationships to define goal outcomes, create success plans, and coach and train users on the software
• Develop subject matter expertise in configuring and using the software solution to meet individual client needs
• Coordinate with internal resources to ensure client satisfaction and success
• Resolve Client Success inquiries through phone, email, and ticket support
• Maintain HUD industry knowledge and best practices to address questions and suggest solutions
• Educate clients on software features and additional functionality
• Nurture client relationships to promote retention and expansion
• Evaluate client processes and configure the solution while recommending Neighborly Software best practices
• Configure add-on software with a high level of attention to detail
• Collaborate with teammates on peer reviews of configured solutions
• Communicate with finance to ensure accurate invoicing
• Build value-based client relationships to ensure overall use and satisfaction
• Perform other duties as assigned

Requirements

• Minimum of 2 years in a client-facing, consultative role within a Technology environment, specifically with SaaS
• Experience writing and using basic HTML
• Excellent communication and presentation skills to communicate information to internal and external stakeholders in person and in virtual environments
• Potential to become an expert in Neighborly Software products and act as a subject matter expert of Housing and Urban Development (HUD) programs
• Experience with Customer Relationship Management (CRM) software
• Experience working with housing, economic, and community development organizations or Housing Authorities is desired
• Knowledge of HUD programs, specifically Housing Choice Vouchers and/or Federal Programs such as CDBG, ESG, HOME, and HOPWA is desired

Core Competencies

Demonstrates expertise in client relationship management and software configuration, with a strong focus on client success and retention. Proficient in communicating complex information effectively to diverse stakeholders while maintaining knowledge of HUD programs and best practices.

Highest-signal resume keywords

• Client Relationship Management
• SaaS Experience
• HUD Program Knowledge
• Basic HTML Proficiency
• Customer Relationship Management (CRM) Software

ATS Optimization Keywords

Hard Skills

• Software Configuration
• Client Success Planning
• Problem Resolution
• Data Analysis
• Invoicing Accuracy

Soft Skills

• Excellent Communication
• Presentation Skills
• Coaching and Training
• Collaboration
• Attention to Detail

Industry Keywords

• Housing and Urban Development (HUD)
• Housing Choice Vouchers
• CDBG
• ESG
• HOME
• HOPWA

Tools & Technologies

• Neighborly Software
• CRM Software