Client Success Manager (Facilities Services, Maintenance, HVAC)

Job Title: Client Success Manager

Work Location: Phoenix, AZ

Education/Experience Required: 5 years of experience in client relationship management, customer success, or service delivery—preferably within facilities services, maintenance, or technical operations.

Job Description :

• The Client Success Manager (CSM) is responsible for managing the day-to-day relationship and service delivery for assigned clients, ensuring high levels of satisfaction, retention, and contract performance.
• The CSM partners closely with operations, sales, and engineering teams to ensure that client expectations are consistently met and that delivers exceptional service results.

Responsibilities :

• Serve as the primary point of contact for assigned clients, ensuring clear communication, timely and effective issue resolution, and alignment on service delivery.
• Partner with internal operations and service teams to address performance issues impacting overall client satisfaction.
• Support client onboarding, renewals, and satisfaction reviews.
• Track and analyze key client metrics, including response times, work order completion, and customer satisfaction (NPS).
• Identify opportunities to improve service delivery and client experience through proactive communication and issue resolution.
• Partner with operations and business sales teams to identify upsell opportunities and support proposal and pricing development.
• Maintain accurate and up-to-date client records within the CRM system, ensuring visibility of key account activities and touchpoints.
• Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services.
• Contribute to retention reporting, performance tracking, and internal account reviews.

Skills & Qualifications :

• Bachelor's degree in Business preferred or significant relevant experience considered.
• 5 years of experience in client relationship management, customer success, or service delivery—preferably within facilities services, maintenance, or technical operations.
• Proven ability to manage multiple client relationships and competing priorities.
• Strong interpersonal, communication, and problem-solving skills.
• Understanding of service delivery and operational performance metrics.
• Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
• Detail-oriented and highly organized with a focus on accountability and follow-through.
• Ability to work collaboratively with cross-functional teams to achieve client success outcomes.

For more information or to view other opportunities, visit us at www.paladininc.com.

Paladin Consulting is an EEOC employer.