Vice President of Client Success
FirstService Residential
Sacramento, CA
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JOB DETAILS
JOB TYPE
Full-time
LOCATION
Sacramento, CA
POSTED
5 days ago
Description
Job Overview
The Vice President of Client Success is responsible for protecting client retention and stabilizing relationships with high value communities during critical moments, including board elections, contract renewals, and leadership transitions. This role partners with community management and executive leadership to ensure board members and candidates understand the value of FirstService Residential and the fundamentals of effective board governance.
The role focuses on early risk identification, trust building, and meaningful relationship development to support long term client stability across the West Region’s key communities.
Compensation: $150K-$170K plus Bonus
FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client's property, the salary or wage will also be premised upon the client's directive. The base pay range is subject to change and may be modified in the future.
Location: Position can sit in any of the following offices in California, Nevada, Arizona, or Texas.
Job Responsibilities
- Develop and execute retention strategies for destabilizing moments, with a primary focus on board elections, renewals, and leadership transitions across assigned West Region communities, while serving as a critical resource and ambassador for FirstService Residential helping to shape recommended strategies and actions that drive long-term client success and retention.
- Partner closely with community management to assess sentiment, understand board dynamics, and tailor election and pre-election communication strategies, leveraging a deep understanding of the company’s proprietary offerings, services, and key differentiators to clearly demonstrate organizational value.
- Serve as a key point of contact for key board candidates and influential stakeholders critical to client retention, maintaining proactive engagement throughout the election lifecycle.
- Provide regular insights and updates to executive leadership regarding election risk, candidate dynamics, and community sentiment, identifying patterns where present and offering recommendations to enhance client service delivery and retention outcomes.
- Address client feedback and concerns promptly, escalating issues appropriately to regional and executive leadership, while demonstrating the company’s value proposition and commitment to service excellence.
- Act as a client advocate during election cycles by collaborating with cross functional teams to ensure alignment, responsiveness, and consistency.
- Support the development and deployment of structured training for new board members, delivered in partnership with community management and approved platforms.
- Partner with Innovation and Marketing to develop scalable, virtual tools and resources that educate current and prospective board members on effective governance and the value and proprietary offerings of FirstService Residential.
Skills and Qualifications
- Strong verbal and written communication skills, with the ability to engage board members, candidates, and executives clearly, professionally, and with credibility.
- High comfort and fluency with technology platforms used to create, deliver, track, and report on election lifecycle engagement and client communications.
- Demonstrated ability to build and sustain trusted relationships, showing sound judgment, empathy, and professionalism in complex or high sensitivity situations.
- Proven critical thinking and analytical skills, with the ability to identify risk early and address issues proactively before they escalate.
- Effective negotiation and influence skills, capable of managing expectations, navigating conflict, and aligning diverse stakeholder perspectives.
- Strong understanding of client relationship management and communication or marketing best practices within a service driven organization.
- Excellent problem solving and decision-making abilities in fast paced, ambiguous environments.
- Ability to work independently while collaborating effectively across regional, national, and cross functional teams
Education & Experience
- Proven experience in a client-facing role, such as account management or customer relations.
- Experience working with Homeowners Association management preferred
- CMCA or higher community management designation preferred
- Bachelor’s degree in business, communications or marketing preferred or relevant business experience commensurate with scope and responsibility level of role.
Physical Requirements & Working Environment
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional Responsibilities
- May have supervisor responsibility as role expands
- Regular travel throughout the Western United States required to support client retention efforts and critical community engagement initiative
Tools & Equipment Used
- Valid Driver’s License and State mandated vehicle insurance.
- General Office Equipment
What We Offer:
- Medical, dental, and vision plans (full time and 30+ hours)
- Part time 20+ hours qualify for dental and vision
- 401K match
- Time off including vacation, sick, and company paid holidays
- Pet insurance available
- Tuition reimbursement
- Legal services
- Free emotional wellbeing and daily life assistance support for all associates
- Domestic partner coverage
- Health savings account
- Flexible spending account
About Us:
FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada.
Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development.
Experience exceptional service with a fulfilling career in property management with FirstService Residential.
To learn more about our company and culture, please visit www.fsresidential.com/california
Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel
national_recruiting@fsresidential.com
.Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at
national_recruiting@fsresidential.com
; we will respond in accordance with Local Law 144, within 30 days.About the Company
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