Customer Success Manager

Ambassador Services, LLC; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading facility maintenance provider in Houston is seeking a Customer Success Manager to enhance client relationships and ensure service delivery excellence. The ideal candidate will have a bachelor's degree and 3–5 years of experience in a customer success role, focusing on client retention and growth. This full-time position involves strategic account management and collaboration across teams, alongside potential local travel.

Qualifications

• Minimum 3–5 years in a customer success or account management role.
• Experience managing complex client accounts with multiple stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as the primary liaison for assigned clients.
• Conduct regular client meetings to align on goals.
• Monitor service quality against contractual requirements.

Skills

Interpersonal skills

Verbal communication

Problem-solving

Analytical skills

Education

Bachelor’s degree in Business or related field

Tools

CRM systems

Microsoft Office Suite

Job description

Ambassador Services is a full-service commercial facility maintenance provider serving commercial, educational, and industrial spaces across Greater Texas and surrounding states. From janitorial services to HVAC maintenance and landscaping, we bring consistency, professionalism, and integrity to every site we serve.

Our team is built on trust, transparency, and a passion for service. We're growing fast and we're looking for dedicated individuals to grow with us.

Position Location: Houston, TX

Position Summary

The Customer Success Manager (CSM) plays a pivotal role in ensuring customer satisfaction, retention, and growth within Ambassador Services’ client portfolio. Acting as both an advocate for the customer and a representative of the company, the CSM serves as the primary point of contact for escalations, feedback, and strategic account support. This role is responsible for strengthening client relationships, driving continuous improvement in service delivery, and identifying opportunities to enhance customer value by promoting additional services and solutions in a consultative manner.

The CSM collaborates closely with internal teams—including operations, HR, finance, and quality assurance—to ensure service excellence and operational efficiency. This individual must balance proactive account management with responsive problem resolution to uphold the company’s reputation for reliability and client satisfaction.

Key Responsibilities and Deliverables

• Client Relationship Management
• Serve as the primary account liaison for assigned clients, ensuring strong, long-term relationships.
• Conduct regular client meetings (in-person or virtual) to review performance, gather feedback, and align on goals.
• Maintain clear, professional communication to ensure clients feel heard, valued, and supported.
• Develop and maintain client account plans that identify key contacts, service requirements, and account objectives.
• Act as the first point of contact for any client concerns, feedback, or escalations regarding service delivery.
• Investigate service issues thoroughly, coordinating with relevant internal departments to identify root causes and implement corrective actions.
• Provide timely updates to clients on issue resolution progress, demonstrating transparency and accountability.

• Service Improvement & Delivery Oversight
• Monitor service quality against contractual requirements and customer expectations.
• Partner with operations managers and field teams to ensure compliance with service level agreements (SLAs).
• Proactively identify service gaps and lead initiatives to address deficiencies and enhance performance.
• Track and report on key account metrics (e.g. customer satisfaction, service KPIs, response times).
• Work collaboratively with operations, HR, finance, safety, and training teams to deliver cohesive, client-centered service.
• Coordinate internally to support seamless onboarding of new clients and smooth transitions during contract modifications.
• Participate in cross-functional meetings to provide client insights and advocate for customer priorities.

• Consultative Selling / Value Promotion
• Identify client needs for additional services or products through regular engagement and analysis of service gaps.
• Present value-added solutions in a consultative, indirect manner that builds trust and positions Ambassador Services as a strategic partner.
• Assist in preparing proposals and supporting materials for upsell opportunities, in coordination with sales and leadership teams.

• Account Documentation & Reporting
• Maintain accurate records of client communications, service agreements, site visits, and action plans.
• Utilize CRM systems to track account activity, service issues, and opportunities for growth.
• Provide detailed reports and presentations to management and clients, highlighting service performance and improvement initiatives.

• Other Duties
• Represent the company at client and industry events as required.
• Support company-wide customer success initiatives and process improvements.
• Participate in training and development activities to stay current with industry best practices.

Required Skills and Competencies

• Strong interpersonal and relationship management skills with the ability to engage clients at all organizational levels.
• Excellent verbal and written communication skills, including the ability to deliver clear reports and presentations.
• Proven problem-solving and conflict-resolution capabilities.
• Ability to manage multiple priorities, deadlines, and client expectations in a fast-paced environment.
• Experience working cross-functionally and leading through influence without direct authority.
• Proficiency in CRM and account management tools; solid working knowledge of Microsoft Office Suite.
• High degree of professionalism, integrity, and accountability.
• Strong analytical skills for tracking and interpreting performance data.

Minimum Qualifications

• Education: Bachelor’s degree in Business, Management, Facilities Management, or a related field preferred.
• Experience: Minimum 3–5 years in a customer success, account management, or client relations role—preferably within commercial maintenance, facilities management, or service industries.
• Demonstrated experience managing complex client accounts with multiple stakeholders.

Flexibility / Mobility Requirements

• Willingness to travel locally or regionally for client meetings and site visits (estimated 20-30% travel).
• Ability to work flexible hours as needed to support client schedules and company objectives.

Work Environment and Physical Demands

• Primarily office-based with frequent on-site visits to client facilities (including commercial, industrial, or retail environments).
• Occasional exposure to active work sites; adherence to company and client safety protocols required.
• Requires ability to sit, stand, walk, and communicate effectively throughout the workday.

Key Internal Relationships

• Director of Operations
• Operations Managers / Project Managers
• Human Resources
• Finance and Billing Teams
• Safety and Training Departments

Authority

The Customer Success Manager is authorized to:

• Represent Ambassador Services in client meetings and communications.
• Initiate internal action plans for resolving client issues.
• Provide recommendations for service adjustments or account strategies to leadership.

All activities are subject to company policies and oversight by the Director of Operations.

Seniority level

• Mid-Senior level

Employment type

• Full-time
• Industries

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