Valet Living · 5 hours ago
Client Success Manager (CSM), MultiPro Property Solutions
Denver, CO
Full-time
Onsite
Mid, Senior Level
$65K/yr - $75K/yr
5+ years expValet Living is seeking a Client Success Manager (CSM) to build trust and drive long-term client value for a large portfolio of multifamily clients. The role involves managing client relationships, ensuring satisfaction, and growing accounts by aligning services with client needs.
CommercialFacility ManagementService Industry
Responsibilities
Serve as the primary point of contact and overall account lead for assigned clients
Build and maintain strong, long-term relationships with onsite decision-makers
Manage a large client portfolio that may include up to 100 multifamily communities
Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in line with branch cadence
Track all client interactions, activity, and outcomes in CRM systems
Achieve defined client success KPIs including retention, revenue penetration, and services per client
Own client retention by proactively identifying risks, addressing concerns, and preventing churn
Monitor account health, service usage patterns, and satisfaction feedback
Conduct regular portfolio reviews to identify service gaps and expansion opportunities
Develop and implement action plans to strengthen engagement and long-term partnerships
Act as the lead contact for service delivery issues, following established escalation and resolution processes
Partner closely with Service Delivery Managers and subcontractors to ensure timely, high-quality service
Facilitate change orders, approvals, and adjustments to meet client expectations and branch revenue goals
Collaborate with internal teams including Order Processing, Billing, Sales, and Branch Operations to resolve complex issues efficiently
Conduct follow-ups after issue resolution to confirm satisfaction and rebuild confidence
Grow assigned accounts through upselling and cross-selling additional MultiPro services
Align service recommendations with client feedback, performance data, and evolving business needs
Share leads and opportunities for new core services with branch leadership and sales partners
Lead the onboarding and transfer-of-trust process for new clients
Conduct property walks with maintenance leaders to align on scope of work, service expectations, and pricing
Support recruiting, onboarding, and deployment of subcontractor resources to meet service demand
Ensure compliance with systems and processes related to work orders, pricing, preferred resources, and subcontractor availability
Partner with clients to stay aligned with changing operational and business objectives
Support national account initiatives, pilots, and strategic wins as needed
Gather, track, and analyze client feedback to identify trends and drive continuous improvement
Perform additional responsibilities as needed, demonstrating flexibility and ownership
Qualification
Required
5+ years in B2B account management, client success, service delivery, or project management roles
Proven ability to build trust with onsite and executive-level decision-makers
Strong time management and prioritization skills in a fast-paced, high-volume environment
Deep understanding of service delivery, coordination, and issue resolution
Analytical and proactive in identifying risks and implementing solutions
Proficiency with CRM and work order management platforms; Salesforce preferred
Experience recruiting and onboarding service partners is a plus
Consistently operates with professionalism, confidentiality, and high ethical standards
Bachelor's degree preferred
Bilingual (English/Spanish) a plus
Ability to travel within the assigned region using a personal vehicle
Ability to walk properties, including stairs and large outdoor areas
Comfortable working outdoors in varying weather conditions
Valid driver's license
Flexibility to work irregular hours as business needs require
Benefits
Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
401k with company match, life and disability insurance, AD&D, and business travel coverage
No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays.
Tuition reimbursement up to $5,250 per year and access to our online education center
Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs
Company
Valet Living
Valet Living is a pioneer of the doorstep collection amenity and innovator in turn services, maintenance support and pet solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$0.27M2020-11-23Acquired
2018-02-05Seed· $0.27M
Leadership Team
S
Shawn Handrahan
President and Chief Executive Officer
R
Robert Casagrande
Chief Technology Officer
Recent News
2025-09-29
Company data provided by crunchbase