Client Success Manager

Company Overview
Summit Restoration is a fast-growing restoration and construction company specializing in water mitigation, mold remediation, and emergency services. Our culture is built on teamwork, accountability, and continuous improvement. Every team member takes ownership of delivering exceptional service to our clients.

Job Summary

Program & Client Success Manager oversees Summit's insurance and TPA programs while serving as a central communication hub between homeowners, internal teams, carriers, and third-party administrators. This role is responsible for program compliance, performance metrics, workflow management, and oversight of program support staff to ensure projects move efficiently from assignment through invoicing. Success is measured by customer satisfaction, program scorecards, project cycle times, and the ability to proactively resolve issues before they impact the customer experience.

Key Responsibilities

Customer Experience & Communication

• Serve as the primary point of contact for homeowners throughout the project lifecycle.
• Conduct proactive phone calls and follow-up communication to keep customers informed.
• Address homeowner questions and concerns while maintaining a high level of customer satisfaction.
• Promote and support customer survey completion.

Job Flow & Estimator Support

• Drive accountability across departments to ensure projects progress according to company timelines and service standards.
• Monitor project status and follow up on outstanding items to prevent delays.
• Track critical milestones and ensure timely progression between departments.
• Assist in closing out projects by coordinating documentation, financial details, and communication records.

Program & TPA Management

• Identify project bottlenecks and proactively escalate issues to leadership when timelines, customer satisfaction, or program compliance may be impacted.
• Manage assignments and workflow within Contractor Connection, Sedgwick, Alacrity, and other program portals.
• Monitor program scorecards and key performance metrics.
• Ensure compliance with carrier and TPA requirements.
• Maintain accurate documentation and timely submissions throughout the project.

Internal Coordination

• Act as the communication hub between homeowners, estimators, project managers, production, and accounting.
• Facilitate smooth handoffs between departments.
• Escalate issues when necessary to maintain project momentum.
• Support mid-production meetings and operational follow-up.

Administrative & Office Support

• Review files for completeness and accuracy before advancing to the next stage.
• Support customer retention initiatives, referral generation efforts, and company relationship-building activities.
• Support incoming phone calls and provide backup administrative assistance as needed.
• Help maintain an organized, positive, high-energy office environment.

Program Operations & Team Leadership

• Serve as the primary administrator for all insurance and third-party administrator (TPA) programs, including Contractor Connection, Sedgwick, Alacrity, and other assigned programs.
• Monitor program scorecards, compliance requirements, and performance metrics to ensure company goals are achieved.
• Identify trends, deficiencies, and opportunities for improvement within program performance and implement corrective actions.
• Oversee and direct the daily work of the Program Support Virtual Assistant.
• Delegate tasks appropriately and ensure timely completion of program-related administrative requirements.
• Provide coaching, training, and quality control for program-related processes and documentation.
• Act as the internal subject matter expert for program requirements and best practices.
• Escalate program performance concerns and compliance risks to leadership as needed.

Qualifications

• 3+ years of experience in restoration, insurance, project coordination, customer success, operations, or a related field.
• Prior experience managing insurance restoration programs, TPAs, carrier relationships, or similar operational workflows preferred.
• Experience with Contractor Connection, DASH, XactAnalysis, Alacrity, Sedgwick, Encircle, or similar industry platforms preferred.
• Experience leading, training, or supervising administrative staff, coordinators, or virtual assistants preferred.
• Strong ability to prioritize work, delegate responsibilities, and hold team members accountable for results.
• Strong customer service and communication skills.
• Highly organized with exceptional follow-through.
• Comfortable managing multiple projects simultaneously.
• Experience in restoration, construction, insurance, property management, or project coordination preferred.
• Proficient with CRM systems, program portals, and Microsoft Office.

Physical & Work Requirements

• Primarily office-based position with frequent use of computers, phones, and other office equipment.
• Ability to sit, stand, walk, bend, and reach as needed throughout the workday.
• Ability to remain stationary and work at a computer for extended periods.
• Ability to communicate effectively in person, by phone, video conference, and email.
• Ability to manage multiple tasks and respond to changing priorities in a fast-paced environment.
• Ability to occasionally lift and carry office materials, supplies, or equipment up to 20 pounds.
• Occasional travel to customer sites, company events, training sessions, or industry meetings may be required.
• Must be able to work standard business hours and, when necessary, additional hours to meet project, program, or customer needs.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive customer, insurance, and company information.