Customer Success Manager

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.
• Maintain accurate project records and tracking tools to ensure clear visibility into project status.
• Coordinate and manage internal and external communications via phone, email, Basecamp, and Microsoft Teams.
• Cook up 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.
• 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.
• Broad range of 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.