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Westward360 · 1 week ago

Vice President of Client Success

Chicago, IL

Full-time

Hybrid

Director/Executive

$100K/yr - $110K/yr

10+ years exp

Westward360 is a leader in the Community Management industry, and they are seeking a Vice President of Client Success to enhance client retention and satisfaction. This role involves developing strategies for long-term growth and overseeing training and customer service initiatives across the organization.

Real Estate

Responsibilities

Develop and execute client retention strategies to drive long-term association partnerships

Establish KPIs and success metrics for retention, client health, and satisfaction across all communities

Oversee retention programs, including early warning systems for at-risk clients and proactive engagement strategies

Leverage NPS scores, surveys, and other feedback tools to identify trends, improve service delivery, and track progress

Partner with executive leadership to align client success initiatives with company growth objectives

Build scalable programs that enhance the client journey from onboarding through renewal

Establish best practices for proactive client communication and relationship management

Lead periodic client review processes to ensure satisfaction, highlight performance, and reinforce value delivered

Serve as an executive sponsor for key client accounts and escalations when needed

Collaborate with HR, Learning & Development, and Operations to design and oversee training programs for Community Managers and client-facing staff

Provide strategic direction for professional development, tools, and resources to help Community Managers deliver exceptional service

Foster a culture of accountability, empowerment, and continuous improvement within the client success function

Partner with Regional Leadership to identify skill gaps, design development opportunities, and improve manager retention

Lead, mentor, and grow the Client Success team, ensuring alignment with company values and strategic goals

Collaborate cross-functionally with Operations, Sales, Marketing, Onboarding, and Maintenance teams to ensure a seamless and consistent client experience

Present data-driven insights and recommendations to the executive team and board of directors

Serve as a thought leader on client retention and success in the community association management industry

Qualification

Client retention strategiesNPS measurement toolsLeadership experienceTrainingCoachingRelationship managementData-driven insightsService mindsetBachelor's degreeCAI designationsCommunication skills

Required

10+ years of progressive leadership experience in client success, account management, or operations within the community association management industry or a related service industry

Proven track record of developing and executing client retention strategies and programs

Experience with NPS or other client sentiment measurement tools, with the ability to translate data into actionable insights

Strong background in training, coaching, and developing client-facing professionals

Excellent leadership, communication, and relationship management skills

Ability to thrive in a fast-paced, growth-oriented environment with a strong service mindset

Bachelor's degree in Business, Management, or related field