Slate · 5 days ago
Client Success Manager
United States
Full-time
Remote
Mid LevelSlate is a company focused on client retention and satisfaction, seeking a Client Success Manager to own client relationships post-contract. The role involves ensuring service quality, resolving issues, and managing account growth for a portfolio of clients.
Customer ServiceHome ServicesInternet
Responsibilities
Serve as the primary point of contact for assigned client accounts
Build trusted relationships with property managers, office managers, business owners, and facilities teams
Conduct regular check-ins to assess satisfaction, changing needs, and upcoming risks
Ensure clients feel heard, informed, and confident in our service delivery
Lead post-sale onboarding for new clients
Coordinate internally to ensure:
Scope of work is clearly understood
Cleaning schedules are accurate
Site-specific requirements are documented
Conduct or coordinate initial walkthroughs and kickoff meetings
Oversee smooth transitions for new accounts, scope changes, or takeovers from prior vendors
Proactively monitor service quality through:
Client feedback
Site inspections
QA reports
Own all client issues from first notice through resolution
Coordinate with Operations Managers and Supervisors to:
Identify root causes
Implement corrective actions
Prevent recurrence
Communicate clearly and professionally with clients during service disruptions
Maintain account health dashboards (complaints, inspections, missed services, escalations)
Identify at-risk accounts early and implement retention plans
Lead renewal conversations in partnership with sales or leadership
Support price increases and contract amendments with clear value communication
Track churn reasons and surface insights to leadership
Identify opportunities for:
Additional services (deep cleans, floor care, disinfection, post-construction, etc.)
Increased frequency or expanded scope
Partner with sales to scope, price, and close expansions
Ensure upsold services are operationally feasible and successfully delivered
Act as the voice of the client internally
Collaborate closely with:
Operations Managers
Scheduling & staffing teams
Quality assurance teams
Ensure client expectations align with operational realities
Escalate systemic issues and contribute to process improvements
Maintain accurate client records in CRM / client management tools
Document:
Site requirements
Special instructions
Communication history
Prepare regular reports on:
Client satisfaction
Retention risk
Service issues and trends
Conduct client check-in calls and emails
Perform or review site inspections and QA reports
Respond to client emails, calls, and service requests
Coordinate corrective actions with operations teams
Update CRM with notes, issues, and follow-ups
Prepare renewal and escalation summaries
Participate in internal ops and account review meetings
Support onboarding and kickoff for new clients
Track and follow up on open action items
Qualification
Required
Proven experience in client relationship management or customer success roles
Strong communication and interpersonal skills
Ability to manage multiple accounts and projects simultaneously
Experience in issue resolution and proactive problem-solving
Familiarity with CRM and client management tools
Ability to analyze data and prepare reports
Strong organizational skills and attention to detail
Ability to work collaboratively with internal teams
Experience in service quality monitoring and improvement
Ability to identify opportunities for upselling and account growth
Preferred
Experience in the cleaning or facilities management industry
Knowledge of client onboarding processes
Familiarity with account health metrics and retention strategies
Experience in conducting site inspections and quality assurance
Strong negotiation skills for renewal conversations
Company
Slate
Slate makes booking and managing commercial and residential cleaning services anywhere in the USA a breeze.
Founded in 2005
11-50 employees
H1B Sponsorship
Slate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (4)
2023 (2)
Funding
Current Stage
Early StageTotal Funding
$0.1M2015-04-17Seed· $0.1M
Company data provided by crunchbase