Client Success Manager at Buffini & Company

Description

Mission:

As a Client Success Manager at Buffini & Company, you will champion the success and growth of our most valued Mentor and VIP client accounts. Your mission is to build genuine, trusted relationships by deeply understanding each client’s purpose and goals while partnering with them to achieve meaningful results. In this role, you’ll serve as a strategic advisor and advocate, proactively identifying needs, delivering impactful business solutions, and ensuring measurable client success. You’ll collaborate across departments to create tailored experiences, enhance customer satisfaction, and drive both upsell and account growth. Your ultimate objective is to retain and grow your portfolio of clients, with net revenue retention as your key measure of success.

Key Responsibilities

• Retain your Book of Business
• Achieve a 90% retention rate within your assigned book of business.
• 90% forecast accuracy between projected and actual monthly renewals.
• Identify and resolve 100% of at-risk accounts before the renewal cycle.
• Build Strategic Partnerships with Mentors and VIP Clients
• Develop and nurture meaningful relationships with at least 80% of assigned Mentors and VIP clients.
• Identify and drive Training upsell opportunities, achieve quarterly one-time revenue targets.
• Execute a focused strategy to achieve new mentor quarterly targets.
• Stay informed on industry trends through monthly market research and share key insights with your team.
• Training Adoption & Enablement
• Influence and guide 75% of assigned Mentors in conducting a class in 2026.
• Ensure 75% of your assigned Mentor and Broker clients have their agents fully onboarded into our training programs.
• Track and report product usage and training engagement metrics monthly.
• Execute the CSM Service Model Within Your Portfolio
• Complete all assigned CSM activities within the designated timeframe.
• Maintain account plan documentation for each client according to their health grade, within the designated timeframe.
• Develop and deliver high quality business reviews, that meet Buffini & Company standards, within the designated timeframe.
• Achieve and sustain a 95% satisfaction score across all interactions with your client base.
• Event Experience & Engagement
• Work with Client Success leadership to organize and execute VIP client outreach for Peak Experience, Leadership Conference, and Buffini Coaching Live events.
• Work with Client Success leadership to coordinate and manage VIP client experiences for top clients at key events (e.g., conferences, training summits, leadership retreats).
• Ensure 100% of VIP clients receive personalized outreach, itineraries, and on-site support.
• Capture post-event feedback and convert at least 3 high-value opportunities per event into follow-up coaching, training, or expansion conversations.
• Learn, Innovate, and Grow
• Set and achieve quarterly SMART goals that deliver measurable results, supporting the Client Success Team’s initiatives and key business priorities.
• Partner with your supervisor to set and achieve personal SMART development goals, demonstrating progress in bi-weekly 1:1 meetings.
• Skills, Traits, & Competencies:
  
  

Cultural & Core Value Alignment

• Embodies servant leadership and a people-first philosophy
• Champions the "Work by Referral" system and company mission
• Brings energy, optimism, and positivity to every interaction
• Models personal growth, excellence, and accountability
  
  

Qualifications

Qualifications:

3+ years experience as a Client Success Manager or relative role

3+ years working with the Real Estate industry

Competencies

• Adaptable - Adjusts quickly to changing priorities and conditions.
• Relationships - Ability to establish and maintain healthy connections with others.
• Proactive - Acts without being told what to do.
• Persuasive - Able to convince others to pursue a course of action.
• Communication - Speaks and writes clearly and articulately without being overly verbose.
• Active Listener - Lets others speak and seeks to understand their viewpoints.
• Organized - Plans, organizes, and documents in an efficient, productive manner.
• Teamwork – Establishes a collaborative working relationship with their peers/supervisor.
• Critical Thinker - Uses logical analysis and sound judgment to make effective decisions