Client Success Manager

Overview

Client Success Manager

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 provides programs and services to over 27,000 children, families, and seniors living in affordable housing and workforce communities across the country. We connect, engage, and empower residents across four key initiatives:
Economic Stability, Education for Youth & Families, Health & Wellness, and Community Building, serving as vital links between residents and services in an autonomous, community-focused environment. Our impact is tangible and life-changing, as evidenced by the success stories shared on our website:(Use the "Apply for this Job" box below)./

Join the Project Access team and create impact in the lives of our residents. Hear from them and how their lives have changed:/

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. They are responsible for maintaining client satisfaction, preventing churn, and serving 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 ensuring client success is our top priority.

You are a strategic relationship builder who thrives on ensuring client success and satisfaction. You have a natural client advocacy mindset with exceptional problem-solving and de-escalation skills. You excel at identifying at-risk accounts early and implementing successful retention strategies. You're highly organized, detail-oriented, and able to manage multiple priorities while coordinating cross-functional teams. You have a proactive, consultative approach to client service and take full ownership of issue resolution from start to finish.

You're energized by the opportunity to make a meaningful impact by helping our partners succeed in their mission to support affordable housing communities.

• Client Retention & Account Health Management
  • 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 escalate
• Customer Service Issue Resolution & De-escalation
  • 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
• Client Onboarding, Growth & Revenue Expansion
  • 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, and negotiations; organize client appreciation events and investor meetings
• Sales Support & Business Development
  • Qualify incoming leads through market research and discovery…