Director of Client Success, HOA

Job Description

Job Description

Description: Become the Best Part of PMP Management!

PMP is seeking a motivated, detailed, communicative, and personable professional to join our team as Director of Client Success, Orange County / San Diego Region.

Who We Are

Property Management Professionals (PMP) is an industry leading Association management firm providing extraordinary services to common interest developments throughout Southern California, Texas, and Utah. PMP delivers a level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms.

PMP is one of the fastest growing management firms which provides our team members a unique opportunity to evolve and grow their careers. Our extraordinary team has been the driver of PMP's growth since inception. By delivering on our promise of extraordinary service to each of our valuable clients, PMP's reputation as an industry leader has contributed to our growth and attracted some of the most talented professionals in the industry.

PMP's unique company culture is one of our firm's most prized attributes. We pride ourselves on a positive, supportive, and rewarding company culture. From the moment you visit one of our division offices or meet a member of our team, you will begin to see and feel what makes PMP's team so unique.

Who We're Looking For

PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service both internally and externally.

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Position Description: 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.

Key Responsibilities:

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

Qualifications:

• 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

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

Why Join Us:

This role is ideal for a leader who understands that growth is not just about selling new business—it starts with protecting and strengthening the clients we already serve. You will play a critical role in building long-term relationships, improving operational excellence, and driving sustainable market growth in one of the fastest-growing regions in the

PMP Professionals LLC. is an equal opportunity employer and makes employment decisions based on merit. Qualified applicants are considered for employment without regard to race, religion, sex or gender, sexual orientation, gender identity or expression, pregnancy, marital status, national origin, citizenship, veteran status, ancestry, age, physical or mental disability, genetic information, or any other consideration made unlawful by applicable laws.

• 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 Excel, Word, and Outlook programs
• Excellent communication skills, both written and verbal