Client Success Coordinator - PropTech Company

Client Success Coordinator

Company: LeaseLeads

Employment Type: Full-time

About LeaseLeads

LeaseLeads provides website and virtual leasing solutions that help multifamily housing operators improve the prospect experience, communicate more effectively, and generate stronger leasing outcomes.

Our team works across client success, account management, support, project coordination, product, and accounting to launch new accounts successfully and provide a dependable experience throughout the client relationship.

The Opportunity

LeaseLeads is hiring a highly responsive and proactive Client Success Coordinator to serve as a first line of care for our Accounts team when clients have questions, concerns, or time-sensitive issues.

Your primary responsibility will be to make sure clients feel heard, supported, and confident that LeaseLeads is actively handling their needs. When something appears incorrect, confusing, delayed, or broken, you will respond quickly, gather the necessary information, coordinate the appropriate internal resources, and remain involved until the client receives a clear resolution.

You will act as the connective tissue between our clients and our Account Management, Support, Project, Product, and Accounting teams. You will not be expected to personally solve every technical issue. You will be expected to take immediate ownership of the client experience surrounding it and utilize our knowledge base access and team support to coordinate resolution.

This role is is ideal for someone who naturally notices where attention is needed, communicates calmly under pressure, and enjoys moving between client conversations, support tickets, account information, and internal teams to keep clients cared for and work moving forward.

What You’ll Do

Respond to and Reassure Clients

• Monitor client emails, shared inboxes, and support tickets for questions, concerns, and emerging issues.
• Provide prompt, professional acknowledgment so clients know their request has been received and is being handled.
• Communicate calmly and confidently when a client encounters something broken, incorrect, delayed, or unexpected.
• Gather the details necessary details to understand each concern and reduce unnecessary back-and-forth.
• Establish clear expectations about next steps and when the client will receive another update.
• Provide proactive status updates, including when the underlying work is still in progress.
• Confirm that completed work addressed the client’s concern and close the communication loop.

Coordinate Support and Resolution

• Create clear, accurate, and actionable support tickets based on client requests.
• Route issues to the appropriate internal owner and communicate their urgency and client impact.
• Track each request through resolution rather than considering the work complete once it has been assigned.
• Follow up with internal teams when requests are approaching deadlines or require additional attention.
• Recognize urgent, sensitive, or relationship-impacting issues and escalate them appropriately.
• Maintain visibility into open requests, ownership, dependencies, deadlines, and promised update times.
• Help identify recurring client issues and opportunities to improve documentation, processes, and communication.

Support Our Products and Client Accounts

• Develop a practical understanding of LeaseLeads’ website and virtual leasing agent products.
• Assist clients with routine product, website, content, and account-related questions.
• Identify the difference between a common support need, a technical issue, and a matter requiring strategic Account Manager involvement.
• Translate client feedback and concerns into clear information for support, product, development, creative, and project teams.
• Float across active client accounts to identify requests or concerns that need attention.

Coordinate New Account Setup

• Partner with the Accounting and Account Management teams during new account and property onboarding.
• Help facilitate account sign-ups and ensure required information is collected.
• Create and maintain accurate client, property, contact, product, and billing information within our pipeline and internal systems.
• Track missing information, pending approvals, setup requirements, and other onboarding dependencies.
• Support smooth handoffs from sales and contracting through onboarding and ongoing account management.
• Assist with new properties, account changes, contact updates, and related record maintenance.

Support Account Management

• Work alongside the Account Manager to provide responsive and consistent coverage across client accounts.
• Monitor account communications and identify messages requiring acknowledgment, action, or escalation.
• Prepare meeting recaps, action items, and follow-up communications as needed.
• Maintain organized records of client decisions, preferences, open requests, and relevant account history.
• Protect the Account Manager’s time for strategic communication, onboarding, relationship development, retention, and growth.
• Surface account risks when requests remain unresolved, commitments are missed, or client sentiment begins to change.

What Success Looks Like

A successful Client Success Coordinator will:

• Make clients feel acknowledged and supported quickly when they raise a concern.
• Ensure every active request has an owner, next action, and expected update time.
• Reduce the number of clients who must follow up repeatedly for answers.
• Prevent routine concerns from escalating because of silence or unclear ownership.
• Maintain accurate and complete information throughout the client pipeline.
• Improve coordination among clients, Account Management, Support, Projects, Product, and Accounting.
• Handle routine client communication independently while using good judgment about escalation.
• Become a reliable source of visibility into client requests and new account setups.
• Ensure tickets are not only created but followed through to resolution.

What We’re Looking For

• Experience in client success, customer support, account coordination, implementation, project coordination, hospitality, or another service-oriented role.
• Excellent written communication skills and confidence communicating directly with clients.
• A naturally responsive working style and a strong sense of urgency.
• The ability to remain calm, empathetic, and organized when clients are frustrated or concerned.
• Strong follow-through and a willingness to remain accountable until an issue is resolved.
• Comfort managing multiple conversations, requests, and deadlines simultaneously.
• Experience with support-ticket systems, shared inboxes, CRM platforms, pipelines, or project-management tools.
• The judgment to distinguish routine requests from urgent or relationship-sensitive situations.
• Comfort learning technology products and explaining information in straightforward language.
• The ability to follow up persistently with internal teams while maintaining positive relationships.
• Close attention to detail when maintaining account, product, property, contact, and billing information.
• A proactive mindset: you notice what needs attention and take action without waiting to be asked.

Especially Helpful Experience

• Experience supporting SaaS, website, digital marketing, property technology, or multifamily housing clients.
• Experience managing customer concerns or service-recovery situations.
• Familiarity with websites, content-management systems, conversational AI, chatbots, or virtual leasing technology.
• Experience coordinating client onboarding or implementation.
• Experience maintaining account information across multiple systems.
• Experience working with accounting or finance teams on account setup and billing readiness.

The Right Person for This Role

You may be a strong fit if you enjoy being the person who brings order and reassurance to a busy situation.

When a client raises a concern, your instinct is to respond, understand what is happening, and make sure the right people are engaged. You do not consider a request handled simply because you forwarded it or created a ticket. You remain aware of its status, follow up with the responsible parties, communicate progress, and make sure the client receives closure.

You are confident without overpromising, persistent without creating friction, and comfortable telling a client:

“We’ve got it. I’m coordinating with our team now, and I’ll update you by a specific time.”

Career Growth

This role provides broad exposure to LeaseLeads’ clients, products, and internal operations. A successful Client Success Coordinator may grow into broader responsibility in account management, client success, onboarding, implementation, or client operations as LeaseLeads expands.

Compensation

The base salary range for this full-time position is $52,000–$62,000 annually. The final offer will be based on relevant experience, qualifications, and demonstrated capabilities.

Applications will be accepted on an ongoing basis until the position is filled.

How to Apply

Please submit your resume and a short note describing a time when you took ownership of a client or customer concern, coordinated with others to resolve it, and kept the customer informed throughout the process.

Alternatively you can submit your interest to [email protected] with the job title and your name in the subject line.

LeaseLeads is an equal opportunity employer. We evaluate candidates based on their qualifications, experience, and ability to contribute to our team and clients.