Client Success Manager

Join to apply for the Client Success Manager role at Project Access

Hybrid in Orange, CA, or Remote based in Phoenix/Tucson, AZ, Jacksonville, FL, or Atlanta, GA

This is an exciting opportunity to join a dynamic and growing non‑profit organization that serves over 27,000 children, families, and seniors living in affordable housing and workforce communities across the country. Project Access connects, engages, and empowers residents through four key initiatives:
Economic Stability;
Education for Youth & Families;
Health & Wellness; and Community Building, acting as vital links between residents and services in an autonomous, community‑focused environment.

The Client Success Manager serves as the primary steward of client relationships and account health, acting as the cornerstone of our client retention strategy. This individual ensures every partner—including Developers, Property Management companies, and ESG investors—experiences exceptional service, proactive support, and seamless issue resolution. The role maintains client satisfaction, prevents churn, and serves as the central point of contact for de‑escalating and resolving any challenges that arise.

Working closely with the Director of Business Development and cross‑functional teams, the Client Success Manager protects and grows partnerships by prioritizing client success.

• Strategic relationship builder thriving on ensuring client success and satisfaction.
• Natural client advocacy mindset with exceptional problem‑solving and de‑escalation skills.
• Highly organized, detail‑oriented, multiple priorities, and cross‑functional coordination.
• Proactive, consultative approach to client service, taking full ownership of issue resolution from start to finish.
• Energized by meaningful impact, helping partners succeed in supporting affordable housing communities.

• 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 evolve.

• Lead de‑escalation and resolution of all customer service issues, acting as client advocate and central coordination point between clients and internal departments.
• Establish clear issue resolution protocols with defined response times; handle daily 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 Director of Business Development on data‑supported growth strategies.
• Coordinate contract renewals, COIs, 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;…