Client Success Manager

ROLE OVERVIEW

We’re looking for a Project Coordinator with a strong client-facing focus to help ensure our clients receive clear, timely, and professional communication throughout their project.

You’ll work closely with the Head of Construction and the Project Coordination team to keep projects organized, clients informed, and follow-ups moving. While you’ll still handle the core responsibilities of a Project Coordinator, a significant part of this role will focus on client communication, meeting coordination, follow-ups, and making sure nothing falls through the cracks.

This role is approximately 60% project coordination and 40% client communication and executive support, although the balance may shift depending on project needs.

Because this is a client-facing role, we’re looking for someone with excellent written and verbal communication skills, strong attention to detail, good judgment, and a proactive approach to follow-up.


KEY RESPONSIBILITIES:

Client Experience & Communication
* Serve as a key point of contact between clients, the Head of Construction, and the internal project team.
* Draft, edit, and send clear and professional client communications, including project updates, meeting recaps, kickoff summaries, proposal follow-ups, and bi-weekly progress updates.
* Monitor client emails and messages, identify urgent or important requests, and ensure they are routed or addressed promptly.
* Respond to client questions and follow-ups when appropriate and escalate issues that require leadership involvement.
* Keep track of client requests, questions, and commitments to ensure every item has a clear owner and is followed through to completion.
* Prepare client meeting briefs with the agenda, project status, open items, previous commitments, and key discussion points.
* Send clear post-meeting recaps within one business day, including action items, owners, and deadlines.
* Proactively follow up with internal team members and contractors when their updates or deliverables are needed to keep the client informed.
* Help create a consistent and professional client experience throughout the project lifecycle.

Client Meetings & Executive Support
* Manage the Head of Construction’s calendar, including scheduling, rescheduling, time-zone coordination, and protecting focus blocks.
* Coordinate client meetings from start to finish, including calendar invites, agendas, meeting links, reminders, and required materials.
* Anticipate scheduling conflicts and resolve them proactively.
* Attend or support client meetings when needed and capture important notes, decisions, and action items.
* Review recorded calls and meeting notes to identify follow-ups and convert them into tracked action items.
* Coordinate with the design team to ensure backyard/outdoor renderings and other presentation materials are ready before client kickoff meetings.

Project Coordination
* Organize and maintain project folders, Slack channels, trackers, proposals, and other project documentation.
* Maintain regular communication with contractors and subcontractors to confirm project progress and on-site activity.
* Collect photographic progress documentation at least three (3) times per week.
* Track project milestones, deliverables, and outstanding items to help keep projects on schedule.
* Escalate delays, missed updates, contractor no-shows, or other risks to the Project Manager within 24 hours.
* Track bid requests and follow up with vendors to collect estimates and required compliance documents.
* Assist with permit application packets and vendor payment requests according to SOP.
* Maintain punch lists and support project closeout, final photography, and walkthrough scheduling.

Pricing & Project Preparation
* Review client intake forms and project details to help prepare accurate project markup and pricing.
* Translate client requirements and project scope into a clear cost and pricing structure.
* Identify missing information, pricing discrepancies, or scope concerns and flag them to the Director of Construction before finalizing pricing.
* Apply consistent pricing logic across projects and support healthy project margins.
* Coordinate with the design team to ensure required renderings and project materials are completed before client kickoff.

WHAT SUCCESS LOOKS LIKE

Day 30
* Independently manage the Head of Construction’s calendar with no double-bookings or missed meetings.
* Client meetings are properly scheduled with agendas, materials, and relevant project information prepared in advance.
* Understand the project coordination workflow and know where to find the information needed to respond to client questions.

Day 60
* Handle most client correspondence with minimal editing or oversight.
* Consistently follow up on client requests and internal commitments.
* No client questions, requests, or commitments are left untracked.
* Project updates and meeting recaps are clear, timely, and professional.

Day 90
* Clients experience TCC as responsive, organized, and proactive.
* The Head of Construction can focus on project decisions and client conversations rather than scheduling and administrative follow-ups.
* You are proactively identifying potential issues before they become client-facing problems.
* Projects have clear documentation, ownership, and follow-through across the team.

SKILLS AND QUALIFICATIONS:

Required
* Native-level or near-native written English with strong attention to grammar, tone, and clarity.
* Excellent verbal communication skills and confidence communicating with clients professionally.
* 2+ years of experience in client communications, project coordination, executive assistance, account coordination, customer success, operations, or a similar role.
* Strong organizational and follow-up skills with the ability to manage multiple projects and priorities.
* Proven experience managing calendars and scheduling meetings across US time zones.
* Strong judgment when d ---------- what to handle independently, what to follow up on, and what needs to be escalated.
* Proactive and highly detail-oriented, with a strong sense of ownership.
* Comfortable communicating with clients through email, Slack, Zoom, and other communication platforms.
* Ability to work with sensitive client, project, and financial information with discretion.
* Advanced Google Workspace skills, particularly Google Calendar, Gmail, Docs, and Sheets.

NICE TO HAVE
* Experience supporting executives or senior leaders.
* Experience in project coordination, construction, real estate, hospitality, or property management.
* Experience working with distributed or remote teams.
* Familiarity with project management and communication tools such as Slack, Asana, ClickUp, ---------- , or similar platforms.
* Experience using AI tools to organize information, summarize meetings, draft communications, and improve workflow efficiency.