Client Success Manager

Job Description

Job Description

Client Success Manager

Location: 98% remote - but, when/if a client comes to town; the CSM would be required to accommodate in office/in person meetings as needed at our Bedford Hts. location. (Occasional travel opportunities may be available for company events, training, or team gatherings.)

Type: Full-Time     Compensation: $23.00 - $30.00/hr + performance-based annual bonus

About Haven Group

Haven Group Property Management is not your traditional property management shop. We build. We iterate. We use data, technology, and creative problem-solving to deliver a client and resident experience that the industry has not seen before.

We have an in-house technology team that gives us the ability to build proprietary tools and solutions, not just configure the systems everyone else uses. That means when we identify a gap, we work tirelessly to close it. When we see a better way, we build it. We are pioneers, aiming to build the best property management experience around. We are looking for people who are energized by that.

The Opportunity

We are hiring a Client Success Manager who leads. You will be the primary point of contact for a portfolio of property owner clients, and you will be expected to not just respond to needs, but anticipate them, manage them, and communicate with clarity and professionalism.This role is for a builder, someone who can walk into a portfolio, own it, and push it forward with confidence and creativity.

We are a departmental structured management company that manages accounts in their entirety, which means you will work alongside our leasing, maintenance, and operations teams with a collaborative but ownership-minded approach. You will not be responsible for taking every step, but you will serve as the internal driver of accountability for everything moving inside your book of business. You will be the face of trust for clients who are handing us the management of their investment properties. 

What You Will Do

Client Relationship Management

• Own a portfolio of property owner clients as their primary contact — proactive, communicative, and accountable
• Navigate escalations with composure and turn hard conversations into productive outcomes
• Own your follow-through across every commitment and open item — clients should never have to wonder where things stand

Team Leadership

• Co-manage a team of Client Success Coordinators alongside your portfolio responsibilities — delegate with intention and step in when it counts
• Hold the team to a high standard of quality, follow-up, and communication through real-time coaching

Operational Execution

• Coordinate across leasing, maintenance, operations, and accounting to drive resolution across your portfolio
• Conduct periodic ledger reviews and collaborate with the accounting team to identify and resolve flagged financial items
• Use data to track portfolio health and bring pattern-based recommendations to leadership, not just problems

Creative Problem Solving

• When the policy does not fit the situation, find the right solution
• Identify trends, flag inefficiencies, and help build better systems as you use them

What We Are Looking For

Experience

• Property management, real estate operations, or a closely related field strongly preferred.
• Meaningful experience in client success, account management, or client-facing operational roles
• Experience leading, managing, or mentoring others in a client-facing environment
• Comfort operating in fast-moving, high-change environments where the playbook is actively improving to meet the need.

Skills

• De-escalation and conflict resolution: you know how to take the heat and redirect it toward resolution
• Data literacy: you make recommendations from patterns and numbers, not just instinct
• Communication: clear, confident, and professional in writing and voice, across all levels of the organization
• Delegation and team oversight: you know what to own and what to hand off
• Organization and follow-through: you track your commitments and you close the loop

Mindset

• You are a builder. You see gaps as things to fill, not things to report.
• You are a leader. You raise the standard around you, not just for yourself.
• You are confident. Whether you have direct PM experience or not, you own your capabilities and your learning curve.
• You are adaptable. Change does not throw you off, it sharpens you.
• You bring solutions. You do not arrive at a problem without at least a first idea.

Preferred Systems Experience

We use the following platforms and expect our CSMs to get proficient quickly. Prior experience with any of these is a meaningful plus:

• AppFolio - property management platform for owner financials, work orders, and reporting
• Zendesk - client communication and ticket management
• ClickUp - project and task management
• Microsoft Outlook and Gmail - communication and calendar management

Experience with similar platforms is transferable. We are less interested in perfect system knowledge and more interested in someone who learns tools quickly and uses them with discipline.

Why Haven

Haven is still writing its story, and we are intentional about who we bring in to help write it. We are not looking for executors. We are looking for contributors — people who show up with a perspective and treat a blank page like an opportunity, not a problem.

Where most property management companies are limited to off-the-shelf systems, we have the technical backing to build custom solutions when the situation calls for it. It is a real advantage, and it is one of many reasons we are able to move the way we do.

• Your recommendations will reach leadership and when the data supports it, we move
• We celebrate wins, learn fast, and keep going
• The role you grow into here is not predetermined — our footprint is expanding and so is the opportunity
• Remote flexibility with a team that stays genuinely connected

There is a real place here for someone who brings the skills, the mindset, and the drive to solve alongside us.