Customer Success Manager

Sterling; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company seeks a Client Success Manager to enhance client relationships in the multifamily housing sector. This remote role requires strong communication, organizational skills, and a proactive approach to client success. The ideal candidate will manage account health, support client retention, and ensure seamless service delivery.

Qualifications

• 3-5 years of experience in client success or account management.
• Strong communication skills to manage expectations and influence stakeholders.

Responsibilities

• Serve as the primary contact for multifamily housing clients.
• Manage time-sensitive escalations related to background reports.
• Conduct client engagement calls and quarterly business reviews.

Skills

Communication

Problem Solving

Organizational Skills

Attention to Detail

Analytical Skills

Tools

Excel

Salesforce

Job description

Our Client Success Manager is a key partner to our multifamily housing clients, responsible for both relationship management and the smooth execution of operational processes. This includes managing FCRA credentialing, account setup, user access, client training, and contract renewals or amendments, in addition to any account changes in a smooth and timely manner all in close coordination with internal teams.

Multifamily client operations often move quickly, and delays can directly impact leasing, occupancy, and revenue. This role demands strong attention to detail, timely follow-through, and a high level of responsiveness, especially during property transitions, screening criteria updates, and background screening escalations. In addition to day-to-day support, you ll be monitoring account health, identifies opportunities for improvement, and serves as the client s advocate across teams.

While the role is 100% remote, individual must be located in the United States.

Responsibilities:

• Serve as the primary point of contact for a portfolio of multifamily housing clients, delivering proactive, high-quality service and support
• Manage time-sensitive escalations related to criminal background reports, providing clear updates and timely resolution
• Coordinate all aspects of property transitions, including acquisitions and dispositions, by facilitating credentialing, account setup, user access, and client training
• Guide clients through updates to screening criteria, staying ahead of evolving state and local regulations
• Monitor account activity, service levels, and satisfaction indicators to identify potential issues or opportunities early
• Generate, interpret, and present ad hoc reporting tailored to client-specific needs and use cases
• Conduct and lead client engagement calls, including quarterly business reviews (QBRs), offering data-driven recommendations to optimize program performance
• Collaborate closely with internal teams across implementation, compliance, and support to deliver seamless service across the client lifecycle
• Support client retention and growth by identifying upsell and cross-sell opportunities and contributing to renewal strategy and execution
• Proactively address client challenges and advocate for solutions that enhance the customer experience and align with business goals

EXPERIENCE:

• 3 5 years of experience in client success, account management, implementation, or a related customer-facing role
• Strong communication skills with the ability to build trust, manage expectations, and influence stakeholders at multiple levels
• Highly organized with strong attention to detail and the ability to manage multiple workflows and competing priorities
• Proven ability to proactively identify and resolve complex issues, especially those involving internal processes or cross-functional coordination
• Comfortable interpreting legal or regulatory guidance (with internal support) and translating it into actionable, client-facing recommendations
• Skilled in preparing and leading client engagement calls and business reviews, including presenting data and insights in a clear, compelling way
• Strategic thinker with strong problem-solving abilities and a self-directed, analytical approach to daily work
• Proficiency in Excel or similar tools for reporting and analysis; familiarity with Salesforce or another CRM system is a plus
• Collaborative team player with a positive, client-first attitude and the ability to work effectively in a fast-paced environment
• Experience coordinating credentialing, training, or access workflows is a plus
• Knowledge of the FCRA, tenant screening, multifamily housing industry, or compliance-driven services preferred