Director of Client Success HOA

Job Description

Job Description

Odevo and PMP are leaders in property and community management, combining global expertise with local market knowledge to deliver exceptional service. Together, we manage a diverse portfolio of properties and communities, leveraging innovative technology, operational excellence, and a people-first approach to create thriving, well-managed environments.

Odevo operates on a global scale, bringing innovative technology and transformative solutions to modernize and streamline property management processes. PMP offers unmatched expertise and personalized service in managing homeowner and condo associations in the U.S. California, Texas, Utah, Arizona & Colorado markets. PMP manages a diverse portfolio of communities, delivering tailored solutions that enhance property value and elevate the living experience. By combining global resources, local expertise, and a people-first approach, we are committed to creating thriving communities and fostering long-term success for our clients and residents alike.

The Director of Client Success is responsible for driving organic growth within the market by focusing on two core objectives: retaining existing association clients and generating new business opportunities. This role serves as a strategic bridge between operations, board relationships, and business development ensuring communities receive exceptional service while identifying opportunities to expand the company’s footprint.

This leader works closely with Community Association Managers (CAMs), Board Members, HOA leadership, and internal operational teams to strengthen client satisfaction, improve retention, reduce churn, and support the acquisition of new management contracts through referrals, relationship development, and proactive market engagement.

The ideal candidate is highly relationship-driven, operationally sharp, and skilled in both client retention strategy and consultative sales.

Client Retention & Success

• Develop and execute proactive client retention strategies across managed communities

• Build strong relationships with Board Members, committee leaders, and key decision-makers

• Monitor client health, satisfaction, and renewal risk through structured account reviews

• Identify early warning signs of churn and lead rescue plans for at-risk accounts

• Partner with CAMs and operational leaders to resolve escalations and improve service delivery

• Oversee client onboarding and transition processes to ensure strong early-stage retention

• Support implementation of client satisfaction surveys, executive outreach, and board engagement programs

Organic Growth & New Business Development

• Generate new business opportunities through referrals, relationship building, networking, and market presence

• Partner with local sales teams and operational leadership to convert prospects into new management contracts

• Maintain relationships with developers, real estate professionals, attorneys, and industry partners that influence HOA/association decisions

• Support proposal development, board presentations, and new business pitch meetings

• Identify upsell opportunities for maintenance, construction, insurance, and ancillary services

• Help create and execute local market growth strategies aligned with company goals

Leadership & Operational Alignment

• Work cross-functionally with CAMs, finance, maintenance, and executive leadership to improve overall client outcomes

• Promote a culture of transparency, accountability, and proactive client engagement

• Track retention, referral conversion, and organic growth KPIs

• Provide reporting and strategic recommendations to leadership on client health and growth opportunities

• Energetic and strategic leader who thrives in a fast-paced, growing environment and brings a passion for driving operational excellence, team performance, and client satisfaction.

• Personable and customer-focused executive who builds strong relationships, leads with professionalism, and is committed to delivering extraordinary service to clients and stakeholders.

• Detail-oriented and adaptable professional who embraces change, champions innovation, and confidently leads teams through growth, process improvement, and evolving business needs.

• 5+ years of experience in community management, HOA management, client success, business development, or related leadership roles

• Strong understanding of community association operations and board governance

• Proven success in client retention, relationship management, and/or new business development

• Excellent communication, executive presence, and presentation skills

• Strong problem-solving ability with a proactive and strategic mindset

• Experience working with CAMs, Board Members, and association leadership preferred

• Familiarity with platforms such as Vantaca, CINC Systems, or FrontSteps is a plus

• Education & Experience: BS/BA Degree in business or related field from an accredited college or university preferred

• Minimum of 3 years sales experience in a service-related industry preferred

• Proficient in Microsoft’s Excel, WORD, and Outlook programs

• Excellent communication skills, both written and verbal

Key Performance Indicators (KPIs):

• Client retention and renewal rates

• Net organic revenue growth

• New account acquisition from referrals and direct opportunities

• Client satisfaction / cNPS performance

• Rescue plan success rate for at-risk accounts

• Expansion revenue from ancillary services

• Board engagement and executive outreach completion rates

Get in touch! We look forward to receiving your application! If you have any questions, please feel free to contact Nicole Tacktikos, Talent Partner at Odevo.

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