What are the responsibilities and job description for the Customer Success Manager position at Access Management?
Why is Access Management an Employer of Choice?
We believe in fostering a positive and supportive work environment that values our employees' well-being. If you're excited about the prospect of joining our team and experiencing these benefits firsthand, we invite you to apply today
Comprehensive Benefits Package:
- Medical/Dental/Vision insurance-Percentage of premium covered by Access Management for all full time positions
- Paid days off
- 40 hours PTO available after 90 days of employment
- 40 hours PTO available after 6 months of employment
- Matching 401k plan
- $15,000 Employer paid life insurance available for all fulltime positions with option to purchase additional coverage
- Professional development opportunity
- Short and long term disability available
- Accidental Death and Dismemberment Plan
- Hospitalization Plan
Customer Success Manager
About the Role
We are seeking a collaborative and solutions-focused Customer Success Manager (CSM) to support the success of our community management teams and the communities they serve. This role works closely with Community Managers and internal departments to improve service delivery, address escalations, and strengthen client satisfaction and retention.
Rather than day-to-day board interaction, the Customer Success Manager acts as a strategic support resource—stepping in when additional coordination, problem-solving, or relationship management is needed.
What You'll Do
Manager & Team Collaboration (Primary Focus)
- Partner closely with Community Managers to support the success of their assigned portfolios
- Act as a resource for complex situations, escalations, and client concerns
- Help Community Managers navigate challenging communications and expectations
- Support transitions, onboarding of new communities, and portfolio changes
- Reinforce company standards, processes, and service consistency across portfolios
- Monitor client satisfaction trends and identify potential risks across assigned communities
- Proactively address issues that could impact retention or service quality
- Support leadership and Community Managers during renewal conversations by helping demonstrate value
- Assist in developing and executing retention and service-improvement strategies
- Work collaboratively with accounting, maintenance, compliance, and leadership teams to resolve service issues
- Help ensure internal alignment and follow-through on client commitments
- Identify operational bottlenecks and recommend process improvements
- Track escalations, trends, and outcomes in internal systems
- Identify recurring challenges and recommend workflow or policy improvements
- Provide insights and reporting to leadership on portfolio health and service performance
Required Qualifications
- 3 years of experience in community association management, customer success, account management, or a similar support-focused role
- Strong collaboration and problem-solving skills
- Ability to balance advocacy for clients with support for internal teams
- Excellent communication skills and professional judgment
- Direct experience supporting Community Managers or operational teams
- Call Center Customer Service/Success experience a plus
- Bilingual English/Spanish
- Familiarity with HOA/COA operations, governing documents, and board dynamics
- Experience with community management or CRM software. Vantaca property management experience a plus.
Work Environment
- Office-based
- Be a key support partner to Community Managers and operations teams
- Play a meaningful role in improving service consistency and retention
- Collaborative, team-oriented culture
- Competitive compensation, benefits, and growth opportunities
Salary : $15,000