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: www.project-access.org/success-stories/

Join the Project Access team and create impact in the lives of our residents. Hear from them and how their lives have changed: www.project-access.org/success-stories/

The Opportunity: 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.

This job may be a great fit for you if:

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.

What You Will Be Doing

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 conversations; support initial discovery calls to understand deals and customer journey
• Prepare detailed prospect profiles, needs assessments, and customized presentations with case studies and ROI models
• Maintain CRM systems and generate pipeline reports tracking conversion rates and opportunity status
• Coordinate site visits for prospects and compliance reviews; facilitate reference calls and maintain database of client success stories
  
  

Market Intelligence & Performance Reporting

• Research ESG investment and housing trends in target markets; analyze competitor offerings and policy changes creating new prospects
• Prepare reports and dashboards on client satisfaction scores, program outcomes, ROI, and social impact metrics
• Provide data-driven insights to refine client success and retention strategies
• Performs other related duties to benefit the mission of the organization
  
  

What You Will Bring

• Bachelor's Degree in Business, Marketing, Communications, or related field
• 3-5 years in client success, account management, customer service leadership, or business development with proven track record in client retention and maintaining high satisfaction scores
• Familiarity with ESG investing, social impact measurement, or community development preferred
• Exceptional conflict resolution and de-escalation skills; ability to remain calm under pressure and identify at-risk accounts early
• Exceptional written and verbal communication skills with professional presentation abilities for client-facing interactions
• Strong analytical and problem-solving abilities; outstanding organizational skills with meticulous attention to detail
• Ability to manage multiple priorities and stakeholders simultaneously; experience coordinating cross-functional teams
• Natural relationship builder with high emotional intelligence and consultative approach
• Proficiency with CRM systems (Salesforce or similar), donor management systems (Bloomerang), and project management tools (Smartsheet)
• Advanced Microsoft Office skills (Excel, PowerPoint); experience with data visualization, reporting tools, ROI models, and financial projections
• Valid Driver's License, clean driving record, and current automobile insurance
• Successful completion of background check
  
  

The Details

• Work location: Hybrid in Orange, CA (preferred), or Remote based in Phoenix/Tucson, AZ, Atlanta, GA, or Jacksonville, FL
• Work schedule: This is a full-time, exempt position with a work schedule of Monday through Friday and may include evenings and occasional weekends as needed.
• Reports to: Director of Business Development
• Travel: Regular travel to client sites, resource centers, and business development meetings (Up to 50%)
• Annual compensation: $70,304-$80,000
• Benefits:
• Medical plans, a dental plan, short-term disability, term life insurance, and an employee assistance program (EAP).
• Vision, Voluntary Life, Vol Accident, Vol Hospital, and Vol Critical Illness are optional benefits offered at 100% employee cost
• Provides paid time off and 14 paid holidays
• 401(k) with 4% company match.
• The ability to make a difference in the lives of people in communities across the country.
  
  

Success Metrics

Performance in this role will be measured primarily by client retention and satisfaction:

Primary Metrics

• Client retention rate (target: 90% )
• Client satisfaction scores (NPS or CSAT)
• Issue resolution time and effectiveness
• Account health scores across portfolio
• Successful de-escalation rate of customer service issues
  
  

Secondary Metrics

• Revenue expansion from existing accounts
• Time-to-value for new client onboarding
• Contract renewal rate and on-time renewals
• Lead qualification and conversion rates
• Proposal win rates and sales cycle efficiency
  
  

Equal Opportunity: Project Access, Inc. is an at-will and equal opportunity employer, committed to creating an equitable and inclusive workplace. We value diversity in all its forms and actively seek to build a team that reflects the richness of our community. Our hiring practices are designed to identify and welcome talented individuals regardless of their race, ethnicity, cultural background, religious beliefs or practices, gender identity or expression, relationship status, age, neurotype, physical or sensory abilities, sexual orientation, military service history, or any other aspect of their identity protected by law. We believe that a diverse team leads to better ideas, more innovative solutions, and a stronger community impact. Our goal is to foster an environment where everyone can thrive and contribute their unique perspectives and skills.

The above list of job duties is not exclusive or exhaustive and the job holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the position.

Project Access participates in E-Verify