Client Success Manager

Reports to: Senior Client Success Manager

Employer: York Realty Inc.

Business Address: Ledgeview Business Centre, Unit 600, 9707 – 110 Street NW, Edmonton, AB

Work location: On site at Ledgeview Business Centre, Unit 600, 9707–110 Street NW, Edmonton, Alberta. This is an office-based position with no remote-work option.

Travel: Regular travel to job and client sites within Edmonton and surrounding municipalities is required approximately 1–3 times per week.

Employment Type: Full-time, Permanent, Salary, based on 37.5 hours/week

Wage: $83,000 – $93,000 per year, paid bi-monthly

Language of Work: English

Benefits: Extended health and dental benefits; annual bonus of up to 5% of base salary; 3 weeks’ vacation, 5 sick days and two personal days. Additional benefits may include cell phone and mileage reimbursement, and parking allowance.

Position Summary

The Client Success Manager ensures successful outcomes for tenants and clients in their construction dealings with York Realty Inc. Acting as the primary liaison between York Realty Inc., its tenants, York Construction Inc., and other general contractors, this role oversees construction and development processes to deliver high-quality projects on time and within budget. In this capacity, the Client Success Manager negotiates and administers tenant lease terms, coordinates and monitors contracts for property-related services, and maintains records on project costs and expenses on behalf of York Realty Inc. as property owner, ensuring that all landlord and tenant obligations are met throughout each project.

Key Responsibilities

• Owners Representative
  • Oversee general contractors completing landlord work in both new build and tenant improvement scenarios.
  • Champion projects and guide project teams through the Project Lifecycle
  • Maintain consistent communication with the project team including tenants, internal & external stakeholders, contractors, etc.
  • Property & Lease Administration
    • Negotiate and administer tenant lease terms and renewals within the managed portfolio, ensuring landlord and tenant obligations under each agreement are met.
    • Prepare and administer contracts for property-related services (e.g., maintenance, security, cleaning) connected to landlord work and tenant improvement projects.
    • Coordinate implementation of repairs, renovations and tenant improvement work; monitor progress and cost of work on behalf of the property owner.
    • Compile and maintain records on project costs, operating expenses and related income; prepare reports and review costs against budget and market terms.
    • Respond to and resolve trouble calls and service requests received from tenants and clients related to ongoing projects.
    • Administer deposits and holdbacks related to lease and construction agreements, ensuring accurate financial record-keeping.
  • Project Management
  • Initiating
    • Review, interpret and administer tenant lease agreements to ensure landlord obligations are understood and met.
    • Identify and manage project risks in collaboration with stakeholders.
  • Planning
    • Lead the develop the Project Plan that defines scope, budget, and schedule in coordination with internal and external teams
  • Monitor & Controlling
    • Ensure tenant, client, and corporate quality standards are upheld throughout the project.
    • Manage tenant relationship throughout by understanding their goals and representing their best interests
    • Participate in project meetings and contribute to decision-making
    • Own and manage the project budget, leading the Change Management process (CCN, CO) to track and escalate additional costs.
    • Monitor and control the project schedule, ensuring milestones are met while minimizing delays and cost overruns.
    • Maintain project status reporting and present updates to management and senior leadership.
  • Closing
    • Work with project teams and stakeholders to ensure budget and scope closeout.
    • Document Planned vs. Actual project outcomes for lessons learned and continuous improvement initiatives.

What you bring to York

• Completion of secondary school (1 year or more program in related areas including but not limited to: Project Management, Construction, Engineering, Business Administration, Finance, or Property Management required
• 1-2 years' experience with Project Management in the construction or real estate sectors
• Competency in MS Office Suite (Word, Excel, Outlook)
• Knowledge and experience working with Yardi considered an asset
• Proven ability to forge, grow and maintain positive relationships with multiple groups
• Sense of urgency and able to manage multiple priorities simultaneously and meet the time demands of unpredictable activities; capable of handling pressure and challenges in a dynamic business environment
• Strong attention to detail and work accuracy
• Developed interpersonal, communication, and organizational skills
• Ability to work collaboratively with a positive attitude

Core Competencies

• Problem Solving
• Client-focused
• Risk Management
• Financial Management
• Construction Knowledge
• Relationship Management
• Excellent oral and written communication skills
• Excellent organizational skills
• Ability to work under pressure, tight deadlines, volume, and in a fast-paced environment
• Strong team work skills

** Successful candidate needs to have a valid driver’s license and access to a vehicle as regular site visits are required