Client Success Manager

About The Role

This position is responsible for managing and servicing a portfolio of property clients using VeryApt’s advertising and listing platform. The Client Success Manager acts as the primary point of contact throughout the customer lifecycle—from onboarding through renewal and offboarding. The ideal candidate follows all steps and procedures, ensures campaign performance, and drives retention by delivering exceptional service and maintaining open communication with clients. This role contributes to VeryApt’s growth through high client satisfaction, efficient account management, and proactive upsell and renewal efforts.

Responsibilities:

• Onboarding:

  • Serve as the primary liaison for new clients from contract signature through campaign launch.

  • Facilitate cross-functional communication between partnerships, ad designers, and property representatives.

  • Ensure all onboarding milestones are completed on time using HubSpot, AirTable, and internal SOPs.

• Campaign Management & Client Check-Ins:

  • Maintain regular contact with assigned accounts to monitor campaign performance and client satisfaction.

  • Identify and communicate opportunities for ad and/or listing optimization.

  • Recognize signals of potential churn and proactively address client concerns.

• Invoice Follow-Up:

  • Conduct routine reviews of outstanding invoices.

  • Follow up with clients regarding any overdue or unpaid invoices via phone/email.

  • Coordinate with internal teams to resolve billing discrepancies as needed.

• Renewals:

  • Initiate renewal discussions 90 days prior to campaign end date and continue following up via phone and email until contract is renewed or lost.

  • Collaborate with properties to present compelling renewal offers and upsell opportunities.

• Offboarding:

  • Oversee offboarding process for non-renewing accounts, including ad removals, disconnection of lead tracking information, and final invoice reconciliation.

• Internal Communication & Documentation:

  • Maintain updated and accurate client records in HubSpot, AirTable, and other internal tools through all stages.

• Team Contribution:

  • Mentor junior team members and assist with onboarding of new hires when needed.

  • Participate in team meetings and contribute to process improvement initiatives.

  • Stay informed of updates to product offerings, SOPs, and industry trends.

Requirements:

• Strong written and verbal communication skills with attention to detail.

• Experience with CRM and account management systems such as HubSpot, AirTable, and ChargeBee.

• Demonstrated ability to manage multiple client accounts with varying priorities.

• High level of organization and time management; ability to work independently and collaboratively.

• Comfortable with outreach and follow-up via phone and email (Aircall, Gmail).

• Proactive problem solver with a client-first mindset.

• Ability to adapt to a fast-paced, ever-evolving work environment.

• Previous experience in customer success, account management, or client services preferred.

This job description is not meant to be all-inclusive and may be modified at any time to reflect evolving business needs.