Residential Maintenance Account Manager (Great Falls, VA)

Residential Maintenance Account Manager

Position Overview

The Residential Maintenance Account Manager is responsible for managing and growing a portfolio of residential landscape maintenance accounts while delivering an exceptional level of customer service. This role combines account management, client relationship development, landscape maintenance knowledge, and enhancement sales to ensure customer satisfaction, retention, and profitable account growth.

The ideal candidate has a strong understanding of the landscaping industry, particularly turf care, plant material, and ongoing landscape maintenance practices. They are highly responsive, detail-oriented, and proactive in identifying property needs, resolving client concerns, and recommending landscape enhancements that improve the appearance, health, and value of residential properties.

This role works closely with maintenance and enhancement production teams to ensure services are delivered effectively, client expectations are met, and opportunities for organic growth are captured. The Account Manager will play an important role in supporting the company's long-term growth objectives while maintaining a customer retention rate of 90% or higher.

Key Responsibilities

Account Management & Client Relationships

• Manage a portfolio primarily consisting of residential landscape maintenance clients.
• Serve as the primary point of contact for assigned accounts, maintaining consistent communication and providing timely responses to client inquiries and concerns.
• Build and maintain strong, long-term relationships with homeowners and residential clients.
• Develop a thorough understanding of each property's landscape, maintenance requirements, client preferences, and service expectations.
• Proactively identify potential issues and address client needs before they escalate.
• Maintain a high standard of professionalism, responsiveness, and follow-through across all client interactions.
• Monitor account satisfaction and take appropriate action to strengthen client relationships and support retention.

Residential Landscape Maintenance

• Maintain a strong working knowledge of residential landscape maintenance practices, including turf care, plant health, pruning, irrigation awareness, seasonal maintenance, and overall property appearance.
• Understand the specific needs and conditions of assigned properties to help ensure services are appropriate and consistently delivered.
• Conduct property visits and inspections as needed to evaluate landscape conditions, identify maintenance issues, and assess additional service opportunities.
• Coordinate with maintenance teams to communicate client expectations, service requirements, and property-specific details.
• Monitor the quality and consistency of maintenance services and follow up on deficiencies or client concerns.
• Manage weekly maintenance leads and coordinate client requests, service adjustments, and follow-up activities.

Enhancement Sales & Account Growth

• Identify opportunities to expand existing accounts through landscape enhancements, upgrades, and additional services.
• Recommend enhancements based on property conditions, seasonal needs, client preferences, and opportunities to improve landscape quality and appearance.
• Develop and present proposals for enhancement work, clearly communicating the value and benefits of recommended services.
• Follow up on proposals and client inquiries to move opportunities toward approval and completion.
• Partner with enhancement production teams to confirm scope, communicate client expectations, and support successful project execution.
• Help grow account revenue through thoughtful recommendations, consultative selling, and strong client relationships.
• Balance customer needs with pricing, profitability, production capacity, and business objectives.

Production Coordination & Service Delivery

• Collaborate with maintenance and enhancement production teams to ensure work is scheduled, communicated, and completed according to client expectations.
• Communicate service priorities, property-specific requirements, and approved scope changes to the appropriate teams.
• Follow up on outstanding work, service issues, and client requests to ensure timely resolution.
• Help coordinate responses to scheduling changes, weather-related disruptions, and other issues affecting service delivery.
• Maintain clear communication between clients and internal teams to promote accountability and consistent execution.
• Ensure commitments made to clients are tracked and fulfilled.

Customer Retention & Performance Management

• Support a customer retention target of 90% or higher by delivering consistent service, maintaining strong relationships, and addressing concerns promptly.
• Monitor client satisfaction and recognize potential retention risks before they result in lost accounts.
• Develop appropriate action plans to resolve recurring service issues and improve the customer experience.
• Maintain accurate account records, client communications, property notes, proposals, and follow-up activities.
• Track account performance, enhancement opportunities, and customer retention indicators.
• Contribute to sustainable, organic revenue growth by strengthening existing accounts and identifying opportunities to expand services.

Qualifications

• Proven experience in landscape account management, residential landscape maintenance, landscaping operations, or a closely related field.
• Strong understanding of turf, plant material, landscape maintenance practices, and residential property needs.
• Experience managing customer relationships and responding to client requests in a service-oriented environment.
• Demonstrated ability to identify client needs and develop opportunities for additional services or enhancement sales.
• Experience coordinating with field crews, production teams, or landscape operations personnel.
• Strong customer service skills, including responsiveness, professionalism, problem-solving, and effective follow-through.
• Excellent verbal and written communication skills, with the ability to build trust and manage demanding residential clients.
• Strong organizational skills and attention to detail, with the ability to manage multiple accounts, requests, and priorities simultaneously.
• Ability to assess property conditions, recognize landscape issues, and communicate appropriate recommendations.
• Commercial awareness and an understanding of how service quality, account retention, pricing, and enhancement sales contribute to profitability.
• Proficiency with Microsoft Office, Google Workspace, CRM systems, or landscape management software.
• Valid driver's license and ability to travel to client properties as needed.

Preferred Qualifications

• Experience managing a portfolio of high-touch residential landscape maintenance accounts.
• Background in residential landscape maintenance, turf management, horticulture, or landscape operations.
• Experience selling landscape enhancements, upgrades, seasonal services, or related property improvement services.
• Familiarity with estimating, proposal development, job costing, and enhancement project coordination.
• Experience working in a growing, privately held landscaping or property services company.
• A degree or relevant coursework in horticulture, landscape management, turfgrass science, or a related field is a plus.