The Account Manager – Customer Success will be responsible for managing end-to-end client relationships, driving retention, renewals, and expansion opportunities. The role ensures a seamless client onboarding experience, proactive engagement, and effective coordination with internal teams to maximize client satisfaction and lifetime value.
Key Responsibilities:
1. Post-Handover Coordination
Collaborate with the Project Team and relevant stakeholders once the Sales Team hands over the client.
Identify, flag, and resolve issues to ensure a smooth and timely move-in experience for clients.
2. Client Onboarding (Day 1 to Day 7)
Execute the onboarding plan from Day 1 to Day 7, ensuring the client settles into the workspace seamlessly.
Guide clients through orientation and ensure all required services are set up.
3. Customer Walkthroughs
Conduct walkthroughs with prospective clients in collaboration with the Sales Team.
Present the workspace features clearly and address client queries proactively.
4. Client Relationship Management
Build and maintain strong face-to-face relationships through planned engagement journeys.
Regularly collect client insights to understand business needs, health, and growth opportunities where BHIVE can participate.
5. Community Engagement
Communicate community activities and collaborate with the centralized community team to design and execute engagement programs that enhance the client experience.
6. Retention & Renewals
Drive timely contract renewals to improve Client Lifetime Value (CLV) and overall retention.
Coordinate with center teams and corporate teams to resolve concerns that may impact customer retention.
7. Expansion Opportunities
Identify and plan expansion opportunities by working closely with Sales and Design Teams.
Improve revenue per seat, revenue per center, and utilization of unoccupied assets.
8. Weekly Reviews
Conduct weekly review meetings with Operations, Sales, and Corporate teams to highlight open issues and ensure timely resolution of client concerns.
9. Accounts Coordination
Work closely with the Accounts Team to ensure timely collections and resolution of any outstanding receivables.
10. Reporting & Documentation
Prepare and share timely reports as required by the organization.
Maintain accurate documentation of client interactions and updates.
Skills & Qualifications
Bachelor’s degree in Business, Management, or related field.
5–10 years of experience in Account Management, Customer Success, or Client Servicing (preferably in coworking, real estate, or service-driven industries).
Strong communication, coordination, and stakeholder management skills.
Ability to analyze client needs and identify expansion or retention opportunities.
Proactive, detail-oriented, and customer-centric approach.
