Director of Client Success

BRYNSON; New York (NY); Hybrid; USD 190,000 - 240,000; Full time

Job summary

Brynson, a dynamic PropTech startup, is seeking a Director of Client Success to lead their team towards exceptional client satisfaction and retention. The successful candidate will manage a portfolio of key enterprise clients, ensuring top-tier service and driving success through established performance metrics. This is an opportunity to be part of a fast-paced environment where innovative thinking and adaptability are essential.

Qualifications

• 5+ years of experience in client success leadership in SaaS or PropTech.
• Proven results in retention, growth, and client satisfaction.
• Experience managing KPI reports and client service processes.

Responsibilities

• Lead, mentor, and scale a team of Client Success Managers.
• Manage a portfolio of strategic enterprise accounts for retention.
• Drive client satisfaction and platform adoption.

Skills

Client Success Leadership

KPI Management

Communication Skills

Attention to Detail

Startup Adaptability

Education

Bachelor's Degree or equivalent

Job description

Brynson is a fast-growing PropTech startup redefining multifamily operations through our proprietary ILS Management and Brynsights platforms. We are seeking a sharp, experienced, and detail-obsessed Director of Client Success to lead our Client Success function through its next phase of growth.

This person will oversee a high-performing team of Enterprise and Mid-Market CSMs while directly managing a select portfolio of strategic enterprise accounts. They will drive retention, satisfaction, and platform adoption—ensuring Brynson delivers consistent, white-glove service at scale. As a senior leader, the Director will define KPIs, build scalable processes, and be responsible for team performance and client outcomes.

We’re looking for someone who thrives in a startup environment, moves fast, thinks critically, and is willing to go above and beyond to ensure client success and company growth. Retention will be a core metric—and a key driver of performance-based bonuses.

Director of Client Success - Brynson

Location: NYC (Hybrid Preferred)

Reports to: CEO / Head of Operations

Overview

Brynson is a fast-growing PropTech startup redefining multifamily operations through our proprietary ILS Management and Brynsights platforms. We are seeking a sharp, experienced, and detail-obsessed Director of Client Success to lead our Client Success function through its next phase of growth.

This person will oversee a high-performing team of Enterprise and Mid-Market CSMs while directly managing a select portfolio of strategic enterprise accounts. They will drive retention, satisfaction, and platform adoption—ensuring Brynson delivers consistent, white-glove service at scale. As a senior leader, the Director will define KPIs, build scalable processes, and be responsible for team performance and client outcomes.

We’re looking for someone who thrives in a startup environment, moves fast, thinks critically, and is willing to go above and beyond to ensure client success and company growth. Retention will be a core metric—and a key driver of performance-based bonuses.

Core ResponsibilitiesTeam Leadership & Operational Excellence

- Lead, mentor, and scale a team of CSMs supporting enterprise and mid-market portfolios.

- Oversee all CSM functions including onboarding, ILS performance management, platform support, reporting, and client training.

- Establish and track KPIs to measure client health, retention, adoption, and team execution.

- Audit and improve all service workflows, SOPs, and escalation protocols to support scale.

- Ensure consistency, accuracy, and attention to detail across all client-facing outputs.

Enterprise Account Ownership

- Personally manage a select book of high-value enterprise clients, owning relationship success and ensuring high retention and engagement.

- Lead onboarding, performance reviews, QBRs, and strategic roadmap discussions for assigned clients.

- Act as a trusted partner to client executives, aligning our platform capabilities with their business goals.

Client Experience Strategy & Innovation

- Architect and continuously improve the full client journey—onboarding, activation, engagement, and renewal.

- Develop frameworks for client health scoring, renewal forecasting, and churn mitigation.

- Regularly bring new ideas to the table—leveraging data, feedback, and industry trends to enhance the client experience.

- Drive adoption and education of Brynsights and ILS Management across varying client sophistication levels.

Cross-Functional Impact

- Serve as the client’s voice across internal teams—contributing to Product, Sales, and Ops strategies.

- Provide structured feedback to Product and Engineering on client pain points, feature gaps, and roadmap needs.

- Partner with Sales to support expansion, referrals, and upsell opportunities.

- Ensure alignment with Operations on billing, integrations, and technical configurations.

Performance, Reporting & Retention

- Set performance standards and track monthly, quarterly, and annual team KPIs.

- Ensure all clients receive timely, data-backed reporting via Brynsights, including custom insights and recommendations.

- Monitor client churn risk and lead renewal strategy planning with the team.

- Proactively identify patterns in client behavior or service delivery to improve retention and drive upsell opportunities.

- Bonus structure tied directly to client retention outcomes and satisfaction metrics.

Qualifications

- 5+ years of client success leadership experience in SaaS or PropTech; startup experience strongly preferred.

- Prior ownership of enterprise client relationships with proven results in retention, growth, and satisfaction.

- Experience building and managing KPIs, reporting cadences, and scalable client service processes.

- Strong attention to detail and ability to enforce high standards of quality across a growing team.

- Excellent communication skills with the ability to influence, lead cross-functional initiatives, and present to C-level stakeholders.

- High adaptability and willingness to roll up your sleeves in a fast-moving startup environment.

- Deep understanding of ILS platforms, multifamily operations, or real estate marketing tech a major plus.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

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