Manager of Client Success - Multifamily

Manager of Client Success — Multifamily

About the role

Pest Share is hiring a Manager of Client Success to lead our client success function across multifamily, residential, commercial, and enterprise accounts. You will own retention and account-growth strategy, manage key enterprise relationships, and build the team, processes, and metrics that turn clients into long-term partners.

Reports to:
Director of Client Success

Location:
Remote

Base salary:
Depends on Experience

What you'll do

• Own the client lifecycle.
  Design and run the client journey from onboarding through renewal, including onboarding standards, service-level expectations, and escalation paths.
• Lead strategic accounts.
  Personally manage an assigned book of residential and commercial accounts, with an emphasis on enterprise clients such as multifamily communities, multi-site businesses, property managers, and HOAs. Act as executive sponsor for top enterprise and multifamily clients, leading quarterly business reviews, contract renewals, and pricing conversations.
• Own escalations.
  Serve as the final escalation point for complex service, billing, and contract issues; drive root-cause fixes with operations so problems don't recur.
• Drive retention strategy.
  Build early-warning systems for at-risk accounts, design save programs, and own company-wide retention and churn targets.
• Grow revenue from existing clients.
  Build expansion and upsell programs (e.g., mosquito, rodent, termite, seasonal services, additional properties) and partner with sales on enterprise growth.
• Build client advocacy.
  Launch review, referral, and case-study programs; monitor NPS/CSAT and act on feedback trends.
• Partner across the business.
  Work with operations, sales, and leadership to improve service quality and scheduling, and represent the voice of the client in company planning.
• Own reporting and systems.
  Define client success KPIs, build dashboards in our CRM / field-service software, and report results and forecasts to leadership.
• Build and lead the team.
  Hire, coach, and develop client success representatives; create playbooks, scripts, and training as we scale.

What you bring

• 7+ years in customer success or account management, including 3+ years leading teams and managing commercial, multifamily, or enterprise B2B accounts, ideally in home services, facilities, or a subscription business
• Proven results owning retention, renewal, and expansion targets for a large client portfolio
• Executive presence: confident leading business reviews and negotiating with property managers, facility directors, and senior client stakeholders
• Strategic and analytical: you turn churn, NPS, and revenue data into clear plans and process changes
• Advanced CRM (HubSpot) and reporting skills, including building dashboards and selecting or rolling out tools
• Experience hiring, coaching, and developing high-performing teams
• Bachelor's degree in business, communications, or a related field, or equivalent experience

Nice to have

• Multifamily
  and/or pest control experience/ knowledge
• Familiarity with recurring billing and payment collections
• Bilingual (English/Spanish)
• MBA or a customer success certification

How success is measured

First 90 days

1. Days 1–30:
   Learn our services, pricing, client base, and systems; meet key enterprise and multifamily clients; assess the current team, processes, and retention data.
2. Days 31–60:
   Set client success KPIs and targets with leadership; launch standardized onboarding and escalation processes.
3. Days 61–90:
   Roll out an account-health program, start quarterly business reviews for top accounts, and present a 12-month client success plan.