Client Success Manager

Job Description

Job Description

Who We Are

PennFS is the premier provider of comprehensive exterior property solutions, serving commercial office parks, industrial facilities, community associations, healthcare campuses, and retail property. Our business thrives on proactive service, innovation, and lasting partnerships.

What You'll Do

• Manage key client relationships for landscape, snow & exterior services ensuring exceptional satisfaction and LT retention.
• Serve as the main point of contact for our clients - proactively addressing needs, solving issues, and coordinating all aspects of service delivery.
• Conduct regular site walks with clients, identifying enhancement opportunities and ensure quality is exceeded every season.
• Coordinate with operations, sales, & estimating teams to deliver seamless service, timely proposals, project scope, and renewals.
• Oversite of the onboarding experience for new clients, assuring successful ramp-up that sells the tone for a great partnership.
• Facilitate prompt resolution of service concerns, contract questions, or emergencies (especially during sow events & peaks).
• Identify cross-sell and upsell opportunities to maximize account value and support client property enhancement goals.
• Monitor contract performance, renewals, and KPIs, reporting regularly on account health, trends, and customer feedback.

Your Success Profile

• 3+ years of account management or client success experience in B2B services
• Industry experience in landscaping, snow removal, property management, facilities, janitorial, etc. is preferred
• Comfortable with outdoor site visits in all weather and adept at spotting landscape and property opportunities
• Strong relationship builder with a proven track record of retaining and growing key accounts
• Skilled communicator and a genuine listener, responsive problem-solver, and effective presenter
• Highly organized, detail-oriented, and able to juggle multiple accounts with varying service needs
• Familiarity with contact management and a consultative mindset when supporting clients
• Bonus: Experience with service software (Salesforce, Aspire) and EOS (Entrepreneurial Operating System)

What We Offer

• Competitive salary with incentive/bonus tied to client satisfaction, retention, and growth
• Entrepreneurial, supportive culture with best-in-class teams across estimating, operations, and sales
• Flexible, mostly field-based schedule blending property visits and remote work
• Career advancement in a growing, respected organization shaping the region's top properties

If you are passionate about building relationships, solving problems, and making a visible impact on properties and people, let's talk!