Customer Success Manager

The Customer Success Manager is the operational engine of day-to-day service delivery. CSMs manage front-line staff, maintain daily contact with onsite client representatives, and ensure each shift runs to standard. CSMs are the primary relationship owner for onsite contacts (property managers, assistant property managers, and building staff) and the primary leadership contact for OICs and front-line officers.

Core Responsibilities

• Oversee and manage front-line staff and OICs assigned to the portfolio, serving as direct supervisor for day-to-day site operations.
• Maintain daily contact with onsite client representatives and respond to all communications within one hour during business hours.
• Hold bi-weekly coaching sessions with OICs using a mission-oriented, site-specific agenda, scheduled in Google Calendar and tracked in HubSpot.
• Hold monthly town hall meetings with site teams, in partnership with the OIC, giving staff an opportunity to provide input.
• Own payroll accuracy by approving timecards and ESSL requests weekly by noon on Mondays, ensuring budgeted hours are not exceeded, and annotating variances on the Base44 exceptions report.
• Own rolling 30-day schedules, due the last Monday of every month, and maintain the master schedule and roster with SOC, updated monthly.
• Manage OJT and quarterly training at all assigned sites, due at the close of each quarter, with paperwork submitted via CuroShift.
• Conduct a minimum of three unscheduled site check-ins per month and document all findings in HubSpot.
• Respond to all emergency issues (call-outs, no-shows, onsite incidents), escalating and communicating to the client and Portfolio Manager as soon as issues are known.
• Log all client interactions and site activity in HubSpot in real time. If it is not in HubSpot, it did not happen.
• Ensure visitor verification, logging compliance, post order adherence, and quality standards are consistently met at every site.
• Manage training follow-up, action item tracking, and site documentation control.
• Act as the primary escalation point for OICs before a matter escalates to the Portfolio Manager.

Client Engagement Cadence

• Daily: Available and responsive to onsite client representatives, with email responses within one hour during business hours.
• Bi-weekly: Pre-planned check-in with the property manager or assistant property manager, with minutes logged in HubSpot and a follow-up action plan sent by COB the same day.
• Monthly: Town hall with the site team, plus a minimum of three unscheduled check-ins.