Client Success Coordinator Full Time NEW

Client success coordinator Remote / hybrid

Readybuild is a software platform built specifically for design-build remodeling and exterior replacement companies. We encode the operational wisdom of high-performing firms into the product, so remodelers run their businesses the way the best in the industry actually do. Our platform was built from inside the industry, which means it reflects how these businesses actually work.

We are a small, growing team and we are looking for our first dedicated Client Success Coordinator.

About the role

The Client Success Coordinator is Readybuild’s primary resource for customer support, day-to-day product questions, and routine client check-ins. This role is the front line of the customer experience — resolving issues quickly, keeping clients informed, and maintaining enough regular contact to catch problems early. During active implementations, the Implementation Manager takes the client lead; outside of that, this is the consistent presence customers count on.

Key responsibilities

Client check-ins and relationship maintenance

• Conduct scheduled check-in calls with all active accounts to maintain visibility into satisfaction and platform usage
• Use check-ins to surface unresolved friction, adoption gaps, or dissatisfaction before they become escalations or churn risks
• Build familiarity with key contacts at each account so that customers feel known, not just serviced
• Flag accounts showing signs of low engagement, repeated issues, or dissatisfaction to leadership for further attention

Product adoption support

• Help customers get comfortable with core platform features through responsive guidance, walkthroughs, and how-to support
• Identify customers who are underutilizing key features and connect them with resources or guidance to improve adoption
• Relay customer adoption barriers and usability feedback to the internal team with sufficient context to be actionable

Product expertise and knowledge development

• Develop and maintain deep, hands-on expertise across all functional areas of the Readybuild platform, including configuration, integrations, features, and the end-to-end user workflows clients rely on day-to-day
• Stay current on product releases, feature updates, and known issues
• Maintain a running log of common issues, resolutions, and workarounds, feeding that institutional knowledge into the Knowledge Hub so repeat questions get faster answers over time
• Own and maintain the Readybuild Knowledge Hub — the central resource for product documentation, how-to guides, and operational workflows
• Partner with the implementation team during client onboardings to understand how each client’s environment is configured, so that support context is available from day one

Support request management

• Serve as the primary intake point for all client support requests, questions, and reported issues
• Assess and prioritize incoming requests based on severity, client impact, and whether the issue is blocking day-to-day operations or is a lower-urgency improvement
• Respond to clients promptly with clear, accurate, and empathetic communication — setting honest expectations on resolution timelines and following through consistently
• Resolve issues independently where possible
• Track all open requests through to resolution, ensuring nothing falls through the cracks and clients are kept informed throughout the process

Issue triage and escalation

• Distinguish between bug reports, user errors, configuration issues, and feature requests — and route each appropriately
• Escalate bugs and unresolved technical issues to the appropriate internal team with full context: steps to reproduce, client impact, frequency, and any workarounds currently in place
• Identify when a support issue is rooted in a training or onboarding gap rather than a product defect, and loop in the appropriate team member to address it at the source

Feedback and internal communication

• Capture and route customer feedback, pain points, and feature requests to the appropriate internal team with clear context
• Maintain accurate records of support activity, check-in notes, and account status
• Report account trends, support volume, and recurring issues to leadership on a regular cadence
• Contribute to the continuous improvement of support processes, documentation, and customer-facing resources

What we are looking for

• Naturally relationship-oriented — builds rapport with customers and makes them feel known, not just processed
• Comfortable exploring a product independently, asking questions, and building knowledge through hands-on use
• Strong written and verbal communication skills with the ability to explain sophisticated concepts clearly to non-technical users without being condescending
• The critical thinking to ask the right questions, identify what a client actually needs, and guide them through a process — including when that means de-escalating frustration and turning a difficult interaction into a positive one
• Strong analytical and diagnostic instincts — able to work through a problem methodically, distinguish symptoms from root causes, and document findings clearly
• High attention to detail and follow-through — nothing gets lost, every open item has a status, and clients are never left wondering what happened to their request
• Comfortable working independently in a small team environment where processes are still developing and initiative is valued over waiting for direction
• Able to manage multiple open issues simultaneously without losing track of priorities or letting lower-urgency items go stale

Experience in a client-facing support, helpdesk, or technical assistance role is a plus but not required — the right mindset and communication skills matter more than a specific background. Familiarity with project management software is helpful. Experience using construction, field operations, or trades software as an end user is a meaningful advantage.

Success metrics

• Resolution rate — percentage of support requests resolved without escalation to engineering, trending upward as product knowledge deepens
• Escalation quality — issues escalated internally arrive with full context, reproduction steps, and documented client impact
• Knowledge Hub health — documented solutions, how-to guides, and operational workflows kept current with product updates, reducing repeat questions
• Pattern reporting — regular, actionable support trend summaries delivered to leadership on a defined cadence
• Client satisfaction — clients feel heard, informed, and supported throughout the resolution process

Growth and career path

Readybuild is a growing company and this role is designed to grow with it. Depending on your strengths and interests, natural paths forward include onboarding and implementation, client success, or technical project management. We invest in people who show initiative and take ownership, and we are committed to helping this role develop into something larger over time.

Compensation and benefits

• $50,000 to $75,000 base salary, commensurate with experience
• Unlimited PTO
• 100% employer-paid health insurance for the employee
• Life insurance plans available
• Short and long-term disability plans available
• $100 per month phone and internet reimbursement

If you feel strongly that this role is the right fit but fall outside the compensation range, we would still love to hear from you. Great people are hard to find — a number should not get in the way of that conversation.