Onboard new clients after project kickoff.
Confirm project timelines, assigned team members, and required documentation.
Gather project requirements, intake forms, and supporting materials.
Guide clients through the onboarding process and ensure all prerequisites are completed.
Serve as the primary point of contact for clients throughout the project lifecycle.
Manage client-facing email threads and communication channels.
Respond to client inquiries professionally and within established response times.
Set expectations clearly and keep clients informed of project progress.
Escalate concerns or challenges when necessary.
Schedule and coordinate project meetings.
Track project milestones, deliverables, and deadlines.
Monitor project progress and proactively identify potential delays.
Follow up with internal teams to ensure commitments are met.
Maintain accurate project records and status updates.
Act as the bridge between clients and internal teams.
Filter and organize client requests before routing them to the appropriate team members.
Attend meetings, document action items, and ensure follow-through.
Help maintain accountability while fostering strong internal working relationships.
Maintain organized project documentation and communication records.
Track action items, decisions, and next steps.
Ensure project information remains accurate and accessible.
Support process improvements that enhance the client experience.

3+ years of experience in Client Success, Account Management, Client Services, Project Coordination, or a similar client-facing role.
Exceptional written and verbal English communication skills.
Warm, professional, and customer-focused communication style.
Strong organizational and scheduling abilities.
Ability to manage multiple projects and competing priorities simultaneously.
Strong attention to detail and follow-through.
Ability to remain calm and professional under pressure.
Comfortable managing client expectations and difficult conversations.
Self-directed and highly accountable in a remote work environment.
Strong problem-solving and relationship management skills.
Experience in design, hospitality, construction, real estate, architecture, or agency environments (Nice to Have).
Familiarity with short-term rentals or property-related industries (Nice to Have).
Experience with Matterport, 3D scanning technology, or project intake systems (Nice to Have).
Experience using Airtable, Motion, or similar project management tools (Nice to Have).

Client Success Manager

Key skills