Job Description

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The Client Success Manager is responsible for managing a portfolio of Property Management Companies and strategic client accounts, driving adoption, compliance, engagement, retention, and revenue growth. This role serves as a trusted advisor to property managers, leasing teams, and regional leadership while ensuring we deliver consistent value to the properties, while driving revenue to PetScreening. Success is measured through client retention, platform adoption, resident compliance rates, portfolio health, and consistent engagement across assigned properties.

This is a hybrid, client-facing role that requires regular in-office collaboration and travel to client properties, industry conferences, and company events. The ideal candidate is self-motivated, accountable, resourceful, client-centric, and driven to achieve both customer and business objectives. Successful candidates must be able to fulfill these essential job functions as part of the role.

Key Responsibilities

Client Relationship & Strategic Account Management

• Build and maintain strong client relationships while managing accounts strategically to drive satisfaction, retention, engagement, and long-term success.
• Serve as the primary point of contact for assigned client accounts, building strong relationships and driving long-term success.
• Conduct strategic account reviews and consultations to align with client goals and business objectives.
• Develop and execute account plans in partnership with Account Managers, monitor account health and performance, and track key milestones and metrics.
• Identify opportunities to increase client engagement, product adoption, value realization, and account growth.

Client Success & Adoption

• Drive product adoption and ensure clients achieve desired outcomes through ongoing support and guidance.
• Coordinate with the Training team to ensure clients are enrolled in and completing appropriate onboarding and educational programs; track completion and follow-up where engagement is lacking.
• Monitor reporting dashboards to determine account health and identify opportunities to improve utilization and engagement.
• Deliver industry best practices, benchmarking insights, and recommendations that help clients improve performance and capture additional revenue opportunities.

Resident Compliance Management

• Proactively identify properties with non-compliant residents and initiate outreach to property managers and leasing teams to drive corrective action.
• Partner with clients to develop and execute resident compliance improvement plans within their portfolio.
• Track and report compliance rates as a core component of portfolio health, alongside adoption and retention metrics.
• Communicate the operational and risk implications of non-compliance to client stakeholders in a clear, consultative manner.

Cross-Functional Collaboration & Advocacy

• Partner with internal teams to ensure a seamless client experience and advocate for client needs.
• Collaborate with Sales, Account Management, Product, Training, Client Operations, and Customer Support to address client needs.
• Escalate and coordinate the resolution of complex client issues when necessary.
• Communicate client feedback, trends, and opportunities to internal stakeholders.
• Participate in company initiatives, industry events, and client-facing activities that support organizational goals.

Qualifications

Required

• 3+ years of experience in Client Success, Customer Success, Account Management, Relationship Management, or a related client-facing role
• Strong verbal, written, and presentation communication skills
• Demonstrated ability to manage compliance programs, policy-driven outreach, or enforcement workflows
• Ability to travel as required to support client and business needs
• Ability to work in a hybrid environment with regular in-office attendance

Preferred

• Experience in property management, multifamily housing, proptech, or SaaS
• Experience coordinating with training or enablement teams to drive client adoption outcomes
• Experience supporting product adoption, implementation, or change management initiatives
• Professional certifications related to customer success, project management, or account management

Core Competencies

Client Relationship Management

Develops and maintains trusted relationships with clients through consistent engagement, responsiveness, and partnership-focused interactions.

Performance & Results Management

Prioritizes activities, executes responsibilities effectively, and achieves established individual and team objectives.

Strategic Account Management

Aligns client goals with organizational solutions, identifies growth opportunities, and supports long-term account success.

Client Insights & Reporting

Monitors account performance, analyzes client data, and provides actionable insights that support client success and business objectives.

Compliance & Adoption Advocacy

Monitors resident compliance across assigned portfolios, proactively surfaces non-compliance issues, and partners with clients to drive resolution and program integrity.

Cross-Functional Collaboration

Partners effectively with internal teams to coordinate resources, address client needs, and ensure successful outcomes.

Business Communication

Communicates clearly and professionally through meetings, presentations, written correspondence, and stakeholder discussions. Participates in group sessions by providing creative and thoughtful feedback.

Adaptability & Technology Proficiency

Quickly learns new systems, tools, and processes while adapting to changing client, business, and industry requirements.

Essential Functions

• Manage and strengthen client relationships through regular communication, strategic consultations, and ongoing partnership development.
• Proactively identify and address resident non-compliance across assigned portfolios through structured client outreach and improvement planning.
• Coordinate with the Training team to ensure clients complete onboarding and enablement programs; track and follow up on engagement gaps.
• Conduct onsite client meetings and relationship-building activities to support adoption and engagement.
• Maintain detailed and accurate client records, compliance documentation, account activity, and performance logs within designated systems.
• Meet or exceed individual and team performance expectations through timely execution of responsibilities and measurable outcomes.
• Collaborate with internal departments to coordinate resources, resolve challenges, and ensure a seamless client experience.
• Travel regularly to client properties to provide in-person support and account management.
• Attend industry conferences, client events, and company meetings to foster relationships and stay informed of industry trends.
• Demonstrate adaptability and proficiency in learning and utilizing new software, tools, and processes that support client success initiatives.
• Prolonged periods of sitting and working on a computer.

Travel Requirements

Regular travel is required to support client engagement, compliance outreach, relationship management, and company initiatives.

• Travel to client properties for onsite meetings, consultations, compliance reviews, and relationship-building activities.
• Attend industry conferences, trade shows, networking events, and client-sponsored functions as needed.
• Participate in company meetings, team events, and professional development opportunities requiring travel.
• Maintain the ability to travel independently and manage a flexible schedule based on client and business needs.
• Travel frequency may vary based on territory assignments, client portfolio requirements, and organizational priorities.
• Occasional weekend travel may be required.

Equal Opportunity Employer — PetScreening is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About PetScreening

Our Vision:

PetScreening strives to be the global leader for pet screening and animal validation. We want to make the world more pet inclusive no matter where you live, work, play, or stay.

Our Mission:

PetScreening advocates responsible pet ownership and helps validate legitimate assistance animal accommodation requests.

What We Do:

PetScreening™ is the fastest growing pet-property tech SaaS company. We help property managers and housing providers manage residents' pets and assistance animals (service animals/emotional support animals/companion animals/etc.). Our proprietary screening platform adds an additional layer of liability protection by having a standardized process when dealing with household pets and assistance animals.

Our Culture:

PetScreening has a pet-friendly office located in the heart of the Merino Mill in Mooresville, NC (Lake Norman area). Our large office provides space for independent, team, and large group collaboration within several different types of work spaces. Our casual office environment encourages our employees to bring their pets to work. We offer a hybrid schedule, which includes select optional remote work days allowing our employees to work hard while having fun.

Benefits Offered:

• Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
• Company sponsored Life Insurance and Short Term Disability.
• Optional Life Insurance and Long Term Disability Plans.
• 401(k) with 3% match regardless of employee contribution. Quarterly open enrollment.
• Paid time off accrual beginning first day of employment
• Paid holidays
• Optional remote work days
• Paid Family/Military/Bereavement leave
• Pet friendly office

Equal Opportunity Employer

PetScreening is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.