Client Success Manager
On-siteKing of Prussia, Pennsylvania, United States or Exton, Pennsylvania, United States
Job Summary
Own the end-to-end post-sale client experience as the primary point of contact for property managers, asset managers, and ownership stakeholders. Partner with Sales during late-stage handoffs to ensure seamless transitions and collaborate with Onboarding, Field Services, and Billing teams to resolve inquiries and coordinate site visits. Develop success plans defining objectives and timelines, while leading regular touchpoints from in-person meetings to executive reviews to communicate performance insights. Monitor client health proactively to identify retention risks and expansion opportunities, acting as the internal voice of the client to advocate for executive sponsorship and escalate issues as needed.
Required Qualifications
- Minimum of 5 years' experience in a customer service role with a business-to-business focus
- Effective executive presence
- Excellent written and verbal skills
- Ability to prioritize, solve, and where appropriate, escalate challenges or opportunities
- Strong decision making and analytical skills
- Proficiency with MS Office, specifically Word, Excel and PowerPoint
Desired Qualifications
- University/College preferred or equivalent work experience in related field
- Exposure with CRM databases (Salesforce and CC&B, etc.)
- Experience handling multi-family residential portfolios, billing services, and utility management
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