Role Overview
The Customer Success Manager (CSM) is responsible for owning the client relationship after contract signature and ensuring long-term client retention, satisfaction, and account growth. This role serves as the primary bridge between clients and operations, translating client expectations into execution and proactively preventing issues before they escalate.
The CSM is accountable for service quality, communication, issue resolution, and renewals across a portfolio of managed accounts.
Core Responsibilities
1. Client Relationship Ownership
- 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.
2. Client Onboarding & Transitions
- 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
3. Service Quality & Issue Resolution
- 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
4. Retention, Renewals & Account Health
- 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
5. Upsells, Expansions & Value Creation
- 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
6. Internal Coordination & Advocacy
- 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
7. Reporting & Documentation
- 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
Key Tasks & Activities (Day-to-Day)
- 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
Success Metrics (KPIs)
- Client retention rate
- Client satisfaction / NPS (formal or informal)
- Number of escalations and resolution time
- Renewal rate and contract longevity
- Expansion and upsell revenue supported
- Reduction in repeat service issues
