Remote Client Success & Retention Lead - Property Mgmt

Royal York Property Management, inc.; Cape Town; On-site; ZAR 487,000 - 556,000; Full time

Job summary

Royal York Property Management, inc. seeks a Client Retention & Customer Experience Manager to lead a property-management team.

You will ensure owners and tenants receive consistent service, manage follow-ups, resolve issues promptly, and oversee every stage of client relationships with accountability and strong leadership. This hands-on role requires experience in residential property operations, a focus on retention, and the ability to align teams with service standards while operating

Qualifications

• Four or more years in North American residential property-management or closely related operations.
• Minimum two years leading or managing client-facing teams.
• Experience with owner/tenant communications, rent collection, renewals, maintenance, and escalations.
• Experience with accountability for deadlines and performance expectations.
• Proficient with major property-management software (Buildium, AppFolio, Yardi, Propertyware, Rent Manager).
• Excellent written and spoken English; strong organization and follow-through.

Responsibilities

• Manage, coach, and evaluate the property-management team.
• Oversee owner and tenant onboarding calls and regular check-ins.
• Identify at-risk clients and act to prevent cancellations.
• Ensure agreements are followed up and renewed.
• Monitor rent collection, arrears, and legal matters.
• Coordinate maintenance requests from assignment to resolution.
• Handle escalated owner and tenant concerns.
• Monitor renewals and support tenant retention efforts.
• Initiate advertising, photography, leasing, and turnover activities for leaving tenants.
• Oversee takeovers and ensure lease records and documents are complete.
• Track overdue tasks and performance metrics; produce risk reports.

Skills

Account Management

Client Retention

Customer Experience

Customer Success

Operations Leadership

Property Management

Real Estate

Remote Team Management

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management, inc. seeks a Client Retention & Customer Experience Manager to lead a property-management team.

You will ensure owners and tenants receive consistent service, manage follow-ups, resolve issues promptly, and oversee every stage of client relationships with accountability and strong leadership. This hands-on role requires experience in residential property operations, a focus on retention, and the ability to align teams with service standards while operating