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Vice President of Client Success

Vice President of Client Success

Westward360Chicago, IL, US
18 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Description :

Westward360 is looking to add a Vice President of Client Success to join our leadership team. This is an exciting opportunity for an experienced leader to drive client retention, satisfaction, and long-term growth across our organization. If you are passionate about delivering an exceptional client experience, developing high-performing teams, and shaping the future of community association management, we want to hear from you.

Westward360 is a leader in the Community Management industry, with locations across the map. We service condo, townhome, and homeowner associations, and provide rental management services to multi-family, single-unit, and co-op properties.

What we offer :

  • Base salary range of $100,000 - $110,000
  • Target bonus opportunity up to 20% of base salary
  • Monthly cell phone stipend
  • Flex work environment : Chicagoland hybrid or remote
  • Medical / Dental / Vision insurance
  • Front loaded PTO
  • 401k - Company match up to 4%
  • Long and short term disability at no cost to employee
  • Leadership growth opportunities within a fast-growing organization

What you’ll do :

The Vice President of Client Success will lead strategic initiatives to enhance client retention, strengthen relationships, and elevate the overall client experience. This role will also oversee the Director of Training and Customer Service to align training, customer support, and retention strategies company-wide.

Client Retention & Success Strategy

  • Develop and execute client retention strategies to drive long-term association partnerships.
  • Establish KPIs and success metrics for retention, client health, and satisfaction across all communities.
  • Oversee retention programs, including early warning systems for at-risk clients and proactive engagement strategies.
  • Leverage NPS scores, surveys, and other feedback tools to identify trends, improve service delivery, and track progress.
  • Partner with executive leadership to align client success initiatives with company growth objectives.

    • Client Experience & Engagement

  • Build scalable programs that enhance the client journey from onboarding through renewal.
  • Establish best practices for proactive client communication and relationship management.
  • Lead periodic client review processes to ensure satisfaction, highlight performance, and reinforce value delivered.
  • Serve as an executive sponsor for key client accounts and escalations when needed.

    • Community Manager Success & Training Oversight

  • Collaborate with HR, Learning & Development, and Operations to design and oversee training programs for Community Managers and client-facing staff.
  • Provide strategic direction for professional development, tools, and resources to help Community Managers deliver exceptional service.
  • Foster a culture of accountability, empowerment, and continuous improvement within the client success function.
  • Partner with Regional Leadership to identify skill gaps, design development opportunities, and improve manager retention.

    • Leadership & Collaboration

  • Lead, mentor, and grow the Client Success team, ensuring alignment with company values and strategic goals.
  • Collaborate cross-functionally with Operations, Sales, Marketing, Onboarding, and Maintenance teams to ensure a seamless and consistent client experience.
  • Present data-driven insights and recommendations to the executive team and board of directors.
  • Serve as a thought leader on client retention and success in the community association management industry.

    • What you’ll need :

  • 10+ years of progressive leadership experience in client success, account management, or operations within the community association management industry or a related service industry.
  • Proven track record of developing and executing client retention strategies and programs.
  • Experience with NPS or other client sentiment measurement tools, with the ability to translate data into actionable insights.
  • Strong background in training, coaching, and developing client-facing professionals.
  • Excellent leadership, communication, and relationship management skills.
  • Ability to thrive in a fast-paced, growth-oriented environment with a strong service mindset.
  • Bachelor’s degree in Business, Management, or related field (Master’s degree preferred).
  • CAI designations (CMCA, AMS, or PCAM) strongly preferred or considered a plus.

    • About Westward360 :

    Westward360 is dedicated to providing exceptional community management, rental management and brokerage services. Serving multiple markets throughout the United States, we have the systems, strategies, and expertise to meet the specialized needs of even the most demanding client. With more than 50,000 homes under management, we’re your all-in-one real estate solution.

  • Disability Notice : Disclosure is divulging or giving out personal information about a disability. It is important for the employee to provide information about the nature of the disability, the limitations involved, and how the disability affects the ability to learn and / or perform the job effectively. The employer has a right to know if a disability is involved when an employee asks for accommodations. Deciding if, when, and how to share disability-related information with a prospective or current employer can be overwhelming but we ask to please request a required accommodation prior to your first date of work.
  • Please note, a doctor's note may be requested by Human Resources, depending on the accommodation being requested, on a case-by-case basis.

    • Requirements :

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