Client Success Manager

Company Overview

OPTIMAL is a rapidly growing organization specializing in U.S. Real Estate Accounting, managing a diverse and expanding portfolio of clients across thousands of properties.

We are experts in multiple U.S.-based accounting platforms and work directly with U.S. clients on a daily basis, ensuring accuracy, responsiveness, and operational excellence.

At OPTIMAL, we are building the Future of Work grounded in Transparency, Kindness, and Ethical Management.

We are looking for individuals who are seeking a long-term career with a U.S.-based organization where they can continuously develop expertise in:

• Client management and communication (including U.S. business culture, English speaking, and business writing)

• U.S. real estate operations, property management, and construction accounting

Job Description – Client Success & Operations Support Role

1. Onboarding Support

• Lead coordination of client onboarding activities across internal teams and clients

• Schedule and manage onboarding meetings and milestone checkpoints

• Support system access setup (e.g., property management and accounting platforms)

• Track onboarding progress and provide regular updates to senior management

• Ensure smooth and timely transition from onboarding to the assigned Senior Account Manager

2. Escalation Management & Issue Resolution

• Act as the primary escalation point for client concerns that cannot be resolved at the Account Manager level

• Conduct structured assessments by engaging both clients and internal teams

• Identify root causes of issues, delays, or service breakdowns

• Partner with leadership to recommend and implement corrective actions, including reassignment when necessary

• Ensure escalation cases are resolved with accountability, transparency, and urgency

3. Client Health & Post-Onboarding Oversight

• Monitor long-term client satisfaction and engagement health

• Identify early warning signs of dissatisfaction or operational risk

• Surface recurring issues or trends to leadership for process improvement

• Step in only when a strategic or high-impact intervention is required

4. Scope Change Management 

• Review and assess client requests for minor scope changes or additions

• Coordinate with operations and service delivery teams for proper implementation

• Ensure changes are properly documented and do not disrupt ongoing service delivery

• Maintain alignment between client expectations and internal execution

5. Communication & Client Relationship Management

• Maintain proactive, clear, and professional communication with clients via email, meetings, and calls

• Ensure timely response to client inquiries, ideally within the same business day (EST)

• Build strong, trust-based client relationships through reliability and solution-focused engagement

• Represent OPTIMAL with professionalism, empathy, and accountability in all interactions

Ideal Candidate Profile

• Strong background in client management, operations, or service delivery

• Comfortable working in a fast-paced, U.S.-based client environment

• Excellent written and verbal English communication skills

• Highly organized, detail-oriented, and proactive

• Strong problem-solving mindset with the ability to handle escalations calmly and objectively

• Interested in long-term growth within real estate accounting and client success operations