Client Success Manager

At AppWork, we’ve built a simple, user-friendly PropTech platform that modernizes maintenance operations. Our platform brings everything into one easy-to-use platform so property managers, maintenance teams, and residents can all enjoy a smoother, more connected experience.

As a member of the AppWork team, you’ll be helping to build and deliver technology that solves real problems, makes communities run better, and creates happier teams and residents.

About the role

We’re looking for a Client Success Manager who is passionate about building strong client relationships, has a knack for problem-solving, and thrives in a collaborative environment. The ideal candidate will have on-site property management experience and a solid understanding of multifamily maintenance operations. If you’re a proactive, detail-oriented individual who loves working directly with clients, we’d love to hear from you!

What you'll do

Onboarding & Implementation:

• Lead new client onboarding, guiding them through the implementation process.
• Collaborate with client teams to configure their AppWork environment to align with their unique operational needs.

User Training:

• Deliver engaging training sessions for users, focusing on technicians, supervisors, and managers, both virtually and in-person.
• Ensure users feel confident and empowered to leverage AppWork’s features effectively.

Product Usage Monitoring:

• Perform regular audits to track client engagement and usage of AppWork.
• Proactively reach out to clients to address gaps in usage and identify opportunities for optimization.

Tier 1 Support:

• Act as the first point of contact for client support inquiries, resolving issues efficiently and effectively.
• Escalate complex issues to the development team with thorough documentation and follow-up.

General Account Management:

• Build and maintain strong, trusting relationships with clients.
• Schedule regular check-ins to review performance, gather feedback, and provide insights.
• Communicate new features, updates, and best practices to ensure ongoing client success.

Qualifications

• On-site property management experience required; strong familiarity with day-to-day operations at the site level.
• 3–5+ years in Customer Success, Account Management, or other client-facing roles, ideally within a SaaS or technology company.
• Knowledge of maintenance workflows, work orders, vendor coordination, and service delivery processes strongly preferred.
• Proven track record of building and managing relationships with clients at multiple levels, from site staff to executive stakeholders.
• Demonstrated ability to drive client adoption, retention, and satisfaction by aligning product value with customer business needs.
• Experience conducting client training, onboarding, or change management initiatives.
• Comfort working with data and reporting to identify trends, track usage, and measure customer health.
• Strong problem-solving skills with the ability to act as a trusted advisor and escalate issues cross-functionally when needed.
• Familiarity with CRM, ticketing systems, or customer success platforms (e.g., Salesforce, Gainsight, Zendesk, HubSpot, etc.) a plus.
• Experience working in fast-paced, growth-stage companies and comfort with evolving processes and responsibilities.
• Ability to manage a book of business / portfolio of accounts, balancing proactive engagement with reactive support.
• Strong written and verbal communication skills, with the ability to explain technical workflows to non-technical audiences.

Why Work for AppWork

• Competitive compensation package
• Stock options
• Full suite of benefits (medical, dental, vision) + $100K company-paid life insurance
• Unlimited PTO
• Recognition and rewards programs
• A collaborative, upbeat environment with company events throughout the year