Client Success Manager

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 partnerincluding Developers, Property Management companies, and ESG investorsexperiences 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

Client Onboarding, Growth & Revenue Expansion

Sales Support & Business Development

Market Intelligence & Performance Reporting

What you will bring :

The details :

o Medical plans, a dental plan, short-term disability, term life insurance, and an employee assistance program (EAP).

o Vision, Voluntary Life, Vol Accident, Vol Hospital, and Vol Critical Illness are optional benefits offered at 100% employee cost

o Provides paid time off and 14 paid holidays

o 401(k) with 4% company match.

o 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 effectivenessAccount health scores across portfolioSuccessful de-escalation rate of customer service issues

Secondary Metrics :

Revenue expansion from existing accountsTime-to-value for new client onboardingContract renewal rate and on-time renewalsLead qualification and conversion ratesProposal 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

PIadad0ded7aed-30511-39145537