Client Success Manager

Join us as a Client Success Manager at Project Access, a dynamic non‑profit organization serving over 27,000 children, families, and seniors in affordable housing and workforce communities across the country. This hybrid position is based in Orange, CA (preferred) or remotely from Phoenix/Tucson, AZ, Jacksonville, FL, or Atlanta, GA. You will play a key role in ensuring our partners—developers, property‑management companies, and ESG investors—receive exceptional service and support.

The Client Success Manager is the primary steward of client relationships and account health, working closely with the Director of Business Development and cross‑functional teams to safeguard and grow partnerships.

• Serve as primary point of contact for all existing clients, building trusted relationships that drive long‑term retention
• Conduct quarterly business reviews and proactively monitor account health through check‑ins, surveys, and performance metrics
• Identify early warning signs of potential churn and implement immediate intervention strategies to maintain 90%+ retention rates
• Track client satisfaction scores, lifetime value, and engagement metrics while anticipating needs before issues escalates

• Lead de‑escalation and resolution of all customer service issues, acting as the client advocate and central coordination point between clients and internal departments
• Establish clear issue resolution protocols with defined response times; handle day‑to‑day communications with urgency and professionalism
• Identify systemic issues affecting multiple clients and work with leadership to implement permanent solutions
• Document concerns, resolutions, and lessons learned; coordinate cross‑functional teams for complex issues

• Execute seamless handoffs from Business Development to program delivery teams with standardized onboarding processes
• Monitor 30/60/90‑day milestones to guarantee successful program launches with early wins
• Identify service expansion opportunities within existing partnerships; collaborate with the Director of Business Development on data‑supported growth strategies
• Coordinate contract renewals, COIs, and negotiations; organize client appreciation events and investor meetings

• Qualify incoming leads through market research and discovery conversations; support initial discovery calls to understand deals and customer journey
• Prepare detailed prospect profiles, needs assessments, and customized presentations with case studies and ROI models
• Maintain CRM systems and generate pipeline reports tracking conversion rates and opportunity status
• Coordinate site visits for prospects and compliance reviews; facilitate reference calls and maintain database of client success stories

• Research ESG investment and housing trends in target markets; analyze competitor offerings and policy changes creating new prospects
• Prepare reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics
• Provide data‑driven insights to refine client success and retention strategies
• Perform other related duties to benefit the mission of the organization

• Bachelor's Degree in Business, Marketing, Communications or a related field
• 3–5 years in client success, account management, customer service leadership, or business development with a proven track record in client retention and maintaining high satisfaction scores
• Familiarity with ESG investing, social impact measurement, or community development preferred
• Exceptional conflict resolution and de‑escalation skills; ability to remain calm under pressure and identify at‑risk accounts early
• Exceptional written and verbal communication skills with professional presentation abilities for client‑facing interactions
• Strong analytical and problem‑solving abilities; outstanding organizational skills with meticulous attention to detail
• Ability to manage multiple priorities and stakeholders simultaneously; experience…