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