Field-Based Client Success Manager: Growth & Retention

MultiPro Property Solutions; San Jose (CA); On-site; USD 74,000 - 84,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Flexible time off

Tuition reimbursement

Referral bonuses

Pet insurance

Employee discounts

Torch Fitness access

Job summary

MultiPro Property Solutions is hiring a Client Success Manager to guide a high-volume portfolio of multifamily clients from onboarding through ongoing partnership. The role emphasizes face-to-face client interaction, onsite visits, and close collaboration with branch leadership and field teams to retain clients and grow accounts.

The successful candidate will manage up to 100 properties, track interactions in CRM, and drive retention, satisfaction, and revenue growth while ensuring service

Qualifications

• 5+ years in B2B account management, client success, service delivery, or project management roles.

Responsibilities

• Serve as the primary point of contact and overall account lead for assigned clients.
• Build and maintain long-term relationships with onsite decision-makers.
• Manage a large client portfolio that may include up to 100 multifamily communities.
• Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in line with branch cadence.
• Track all client interactions, activity, and outcomes in CRM systems.
• Achieve defined client success KPIs including retention, revenue penetration, and services per client.
• Own client retention by proactively identifying risks, addressing concerns, and preventing churn.
• Monitor account health, service usage patterns, and satisfaction feedback.
• Conduct regular portfolio reviews to identify service gaps and expansion opportunities.
• Develop and implement action plans to strengthen engagement and long-term partnerships.
• Act as the lead contact for service delivery issues, following escalation/resolution processes.
• Collaborate with internal teams to resolve complex issues efficiently.
• Perform follow-ups after issue resolution to confirm satisfaction and rebuild confidence.
• Grow assigned accounts through upselling and cross-selling additional services.
• Share leads and opportunities for new core services with branch leadership and sales partners.
• Lead onboarding and transfer-of-trust for new clients.
• Conduct property walks with maintenance leaders to align on scope of work and pricing.
• Support subcontractor recruitment, onboarding, and deployment to meet demand.

Skills

Account management

Relationship building

Organized

CRM experience

Problem solving

Spanish language

Communication

Integrity

Education

Bachelor's degree preferred

Job description

MultiPro Property Solutions is hiring a Client Success Manager to guide a high-volume portfolio of multifamily clients from onboarding through ongoing partnership. The role emphasizes face-to-face client interaction, onsite visits, and close collaboration with branch leadership and field teams to retain clients and grow accounts.

The successful candidate will manage up to 100 properties, track interactions in CRM, and drive retention, satisfaction, and revenue growth while ensuring service