Slate

Client Success Manager

Slate

contract

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

Requirements

  • Calm under pressure
  • Highly accountable and detail-oriented
  • Empathetic but firm
  • Comfortable working cross-functionally
  • Thinks in systems, not just one-off fixes
  • Understands that retention is earned daily
  • Experience in commercial cleaning, facilities management, or field-based services (strongly preferred)
  • Strong client-facing communication skills
  • Excellent organization and follow-through
  • Ability to manage multiple accounts and priorities
  • Comfort navigating conflict and difficult conversations
  • Operational mindset — understands how service is delivered in the field

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
calm under pressurehighly accountabledetail-orientedempatheticstrong client-facing communicationexcellent organizationfollow-throughability to manage multiple accountscomfort navigating conflictoperational mindset