Client Success Manager
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Job Description
Customer Success Manager overseeing and ensuring satisfaction across multiple client accounts in commercial cleaning operations. Managing onboarding, service quality, and renewals for client success.
Responsibilities:
- Serve as the primary point of contact for assigned client accounts
- Build trusted relationships with property managers, office managers, business owners, and facilities teams.
- Conduct regular check-ins to assess satisfaction, changing needs, and upcoming risks.
- Ensure clients feel heard, informed, and confident in our service delivery.
- Lead post-sale onboarding for new clients
- Coordinate internally to ensure:
- Scope of work is clearly understood
- Cleaning schedules are accurate
- Site-specific requirements are documented
- Conduct or coordinate initial walkthroughs and kickoff meetings
- Oversee smooth transitions for new accounts, scope changes, or takeovers from prior vendors
- Proactively monitor service quality through:
- Client feedback
- Site inspections
- QA reports
- Own all client issues from first notice through resolution
- Coordinate with Operations Managers and Supervisors to:
- Identify root causes
- Implement corrective actions
- Prevent recurrence
- Communicate clearly and professionally with clients during service disruptions
- Maintain account health dashboards (complaints, inspections, missed services, escalations)
- Identify at-risk accounts early and implement retention plans
- Lead renewal conversations in partnership with sales or leadership
- Support price increases and contract amendments with clear value communication
- Track churn reasons and surface insights to leadership
- Identify opportunities for:
- Additional services (deep cleans, floor care, disinfection, post-construction, etc.)
- Increased frequency or expanded scope
- Partner with sales to scope, price, and close expansions
- Ensure upsold services are operationally feasible and successfully delivered
- Act as the voice of the client internally
- Collaborate closely with:
- Operations Managers
- Scheduling & staffing teams
- Quality assurance teams
- Ensure client expectations align with operational realities
- Escalate systemic issues and contribute to process improvements
- Maintain accurate client records in CRM / client management tools
- Document:
- Site requirements
- Special instructions
- Communication history
- Prepare regular reports on:
- Client satisfaction
- Retention risk
- Service issues and trends
- Conduct client check-in calls and emails
- Perform or review site inspections and QA reports
- Respond to client emails, calls, and service requests
- Coordinate corrective actions with operations teams
- Update CRM with notes, issues, and follow-ups
- Prepare renewal and escalation summaries
- Participate in internal ops and account review meetings
- Support onboarding and kickoff for new clients
- Track and follow up on open action items
Requirements:
- Calm under pressure
- Highly accountable and detail-oriented
- Empathetic but firm
- Comfortable working cross-functionally
- Thinks in systems, not just one-off fixes
- Understands that retention is earned daily
- Experience in commercial cleaning, facilities management, or field-based services (strongly preferred)
- Strong client-facing communication skills
- Excellent organization and follow-through
- Ability to manage multiple accounts and priorities
- Comfort navigating conflict and difficult conversations
- Operational mindset — understands how service is delivered in the field
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