Customer Success Manager

Are you a highly organized, customer-focused professional with a passion for delivering exceptional experiences? We are seeking a Customer Success Manager (CSM) to join our team and play a key role in guiding customers from post-sale through project completion and beyond.

The Customer Success Manager is responsible for owning the customer experience throughout the full project lifecycle. This role ensures customers feel informed, supported, and confident by proactively managing communication, coordinating cross-functional teams, and resolving issues to deliver a smooth, on-time building experience.

If you enjoy working with customers, managing complex projects, and collaborating across teams to deliver outstanding results, we encourage you to apply today!

Key Responsibilities:

• Serve as the primary point of contact for customers throughout the entire project lifecycle.
• Build strong, trust-based relationships through clear, proactive, and consistent communication regarding project status, schedules, progress, issue resolution, and collections.
• Ensure customers understand timelines, requirements, deliverables, and next steps at every phase of the project.
• Review all project deliverables prior to customer submission to ensure accuracy, completeness, and compliance with project scope and contractual obligations.
• Monitor project milestones, including approval drawing schedules, document submissions, drawing approvals, and delivery timelines.
• Coordinate and manage internal and external communications via phone, email, Basecamp, and Microsoft Teams.
• Coordinate efforts among internal departments and third-party partners, including architects, vendors, contractors, subcontractors, and labor providers.
• Manage changes in project scope by identifying impacts, developing action plans, and implementing solutions.
• Identify potential risks and collaborate with department leaders to resolve issues prior to building delivery.
• Maintain accurate project records and tracking tools to ensure clear visibility into project status.
• Perform additional duties and responsibilities as assigned.

Benefits:

• Highly competitive salary and benefits package based on skills and experience.
• Opportunities for career growth within a dynamic and growing organization.
• Generous paid time off.
• Comprehensive health, vision, dental, and life insurance.
• Potential for bonus and retirement savings contributions.

Skills and Qualifications:

• Strong customer service mindset with excellent verbal and written communication skills.
• Highly organized with strong attention to detail and the ability to manage multiple projects simultaneously.
• Ability to work independently with minimal supervision in a fast-paced environment.
• Proficiency with PCs and business software; experience using collaboration tools such as Microsoft Teams and Basecamp preferred.
• Understanding of basic math, cost analysis, and project documentation.
• Demonstrated leadership skills, including conflict resolution and cross-functional coordination.
• Ability to manage sensitive information with professionalism and discretion.
• Bachelor’s degree required; five (5) years of experience in construction, architecture, or engineering may be considered in lieu of a degree.
• Minimum of three (3) years of related professional experience in construction, architecture, engineering, or business.