Client Success Manager

Brynson; Northern (KY); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Flexible time off

Job summary

Brynson is seeking a Client Success Manager to own client relationships across both our SaaS platform and managed services, from onboarding through ongoing delivery, adoption, problem-solving, and growth. You will be highly client-facing, comfortable with technology, and able to operate in a fast-moving environment.

You will have meaningful ownership, direct exposure to leadership and Product, and the opportunity to shape how Client Success operates as Brynson scales.

Qualifications

• 4+ years of relevant client-facing experience in B2B SaaS, technology, tech-enabled services, or another complex client environment.
• Experience owning customer relationships and being accountable for the client experience.
• Strong client communication. You can lead a meeting, handle a difficult conversation, and communicate clearly when you do not yet have every answer.
• Hands-on experience with onboarding, implementation, training, adoption, or ongoing client delivery.
• Experience working in a startup, scale-up, or another environment where roles, priorities, and processes were still evolving.
• Evidence that you have personally built or improved something, whether onboarding, workflow, playbook, CRM structure, reporting process, or documentation.
• Strong judgment and follow-through. You do not consider something complete because it was handed to another team.

Responsibilities

• Own the day-to-day and strategic relationship for a portfolio of clients, from key stakeholders to executive contacts.
• Lead clients through onboarding, training, implementation coordination, product adoption, and new workflows.
• Keep commitments, projects, open issues, and recurring deliverables moving across internal and external teams.
• Own client issues through resolution, including situations that require investigation or coordination with Product and Engineering.
• Lead meetings, manage difficult conversations, set expectations clearly, and maintain trust when an answer requires additional work.
• Understand what is working, where a client is struggling, and what needs to happen to improve adoption, retention, and overall value.
• Help improve the playbooks, workflows, documentation, systems, and processes that allow Client Success to scale.

Skills

Client-facing experience

B2B SaaS

Onboarding/Implementation

Strong communication

Startup/Scale-up experience

CRM knowledge

Cross-functional collaboration

Tools

CRM system

Job description

Remote, United States Full-time $110,000 – $130,000

Brynson is a SaaS company modernizing how multifamily owners and operators manage listing accuracy, fee transparency, portfolio data, and digital performance.

Our platform, Brynsights™, brings together data and workflows that have traditionally lived across disconnected systems, websites, vendors, and manual processes. We combine software, automation, AI, and deep industry expertise to help multifamily teams work more accurately and efficiently at scale.

We are growing quickly, and our Client Success team supports both our SaaS platform and managed services business.

About the Role

We are looking for a Client Success Manager who can take real ownership.

This is not a traditional CSM role built around QBRs, renewal calls, and managing a dashboard. You will own client relationships across both our SaaS platform and managed services, working directly with customers from onboarding through ongoing delivery, adoption, problem-solving, and growth.

The right person is sharp, highly client-facing, comfortable with technology, and able to operate in an environment that moves quickly. You should be the kind of person who sees something unclear or inefficient and helps fix it rather than waiting for someone else to build the process.

You will have meaningful ownership, direct exposure to leadership and Product, and the opportunity to help shape how Client Success operates as Brynson scales.

What You’ll Do

• Client relationships: Own the day-to-day and strategic relationship for a portfolio of clients, from key stakeholders to executive contacts.
• Onboarding and adoption: Lead clients through onboarding, training, implementation coordination, product adoption, and new workflows.
• Client delivery: Keep commitments, projects, open issues, and recurring deliverables moving across internal and external teams.
• Problem solving: Own client issues through resolution, including situations that require investigation or coordination with Product and Engineering.
• Client communication: Lead meetings, manage difficult conversations, set expectations clearly, and maintain trust when an answer requires additional work.
• Account health: Understand what is working, where a client is struggling, and what needs to happen to improve adoption, retention, and overall value.
• Better ways of working: Help improve the playbooks, workflows, documentation, systems, and processes that allow Client Success to scale.

What We’re Looking For

• 4+ years of relevant client-facing experience in B2B SaaS, technology, tech-enabled services, or another complex client environment.
• Experience directly owning customer relationships and being accountable for the client experience.
• Strong client communication. You can lead a meeting, handle a difficult conversation, and communicate clearly when you do not yet have every answer.
• Hands-on experience with onboarding, implementation, training, adoption, or ongoing client delivery.
• Experience working in a startup, scale-up, or another environment where roles, priorities, and processes were still evolving.
• Evidence that you have personally built or improved something, whether that is an onboarding process, workflow, playbook, CRM structure, reporting process, documentation, or another part of the customer experience.
• Strong judgment and follow-through. You do not consider something complete because it was handed to another team.
• Comfortable learning complex software and working across multiple systems and technical teams.
• Able to manage several clients and workstreams without requiring constant direction.

Nice to Have

• Experience in proptech, multifamily, or real estate technology.

Why Brynson

You will join at a stage where your impact is visible. You will work with sophisticated clients, help shape a growing SaaS platform, and have room to build rather than simply follow an established process.

If you want a role where you can own relationships, solve real problems, and help build the next version of Client Success, this is that role.

• Location: Remote, United States
• Benefits: Competitive medical, dental, and vision benefits.
• Time Off: Flexible work environment — PTO, sick, bereavement, and paid holidays.
• Culture: A team that celebrates wins (and learns fast from losses).

Brynson is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by federal, state, or New York City law.