Client Success Manager

As a Client Success Manager at Gatsby Glass, you are the first impression and the communication hub of the Boise operation.

You will interact daily with homeowners, builders, contractors, vendors, and internal team members. You will manage incoming inquiries, assist in the estimating process, coordinate scheduling, and ensure every client receives timely, professional communication from first contact through project completion.

This role requires someone who is highly organized, extremely comfortable with computers and software systems, and confident in communicating with both residential clients and construction professionals.

You will help manage the flow of work through the business — ensuring accurate estimates are prepared, jobs are properly documented, schedules are coordinated, and internal teams are aligned.

If you take pride in professionalism, love creating organized systems, and enjoy being at the center of a fast-moving operation, this role is for you.

• Highly professional and polished in communication
• Comfortable speaking with homeowners, builders, and contractors
• Extremely detail-oriented and process-driven
• Proficient with computers, CRM systems, and project management tools
• Organized with a strong ability to multi-task
• Calm under pressure and able to prioritize effectively
• A strong communicator via phone, email, and in person
• Growth-minded and excited about long-term career opportunity

Client Communication & Front-Line Management

• Professionally answer incoming calls and manage shared inbox communication
• Serve as the first point of contact for prospective and existing clients
• Ensure timely, accurate, and polished communication at all times
• Guide clients through next steps in the estimating and scheduling process
• Assist in preparing and organizing estimates for homeowners, builders, and contractors
• Support the estimating team with documentation and follow-up
• Help coordinate scheduling between clients, estimators, and installation teams
• Maintain accurate project information within CRM and project management systems
• Monitor open estimates and assist in follow-up communication

• Maintain organized job files and documentation
• Assist with inventory tracking and supply reordering
• Support bookkeeping functions such as deposits and accounts payable
• Help ensure work vehicles and job materials are properly coordinated
• Assist with onboarding and administrative processes as needed

• Maintain daily reporting and task management
• Ensure customer expectations are met through proactive communication
• Support revenue goals by helping maintain strong client relationships and follow-through
• Uphold Gatsby Glass production, quality, and customer service standards

• High School Diploma or GED
• Strong computer proficiency (Outlook, Excel, Word, CRM systems)
• Excellent written and verbal communication skills
• Strong organizational and documentation skills
• Ability to thrive in a fast-paced environment
• Valid driver’s license
• Strong work ethic and high level of accountability

• Previous customer service or client success experience
• Experience working with contractors or in construction-related industries
• Familiarity with Trello or project management tools
• Basic bookkeeping knowledge
• Ability to resolve problems and handle conflict professionally
• Desire to grow into leadership or operational management roles

• Primarily office‑based role
• Some movement within shop/warehouse environment
• Occasional lifting of materials up to approximately 25 lbs
• Ability to work on a computer for extended periods

• Monday – Friday
• No nights

The Client Success Manager is central to the success of our operation. This role ensures:

• Clients feel confident and cared for
• Builders and contractors trust our communication and follow‑through
• Estimators and installers stay organized and efficient
• Projects move smoothly from first call to final install

This is a growth opportunity for someone who wants to build a career within a fast‑growing, high‑performing company.

Pay: $22.00 - $28.00 per hour

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Health insurance
• Paid time off
• PTO accrual starting Day 1 + 6 additional Paid Holidays
• Monday through Friday schedule (occasional trade show support)
• 401(k) with up to 4% Employer Match
• Positive, growth‑focused team environment
• Work with a top‑performing location in a 30+ unit national brand
• Clear opportunity for advancement into leadership or operations roles

Gatsby Glass Boise has been the top‑performing location in the system in 2023, 2024, and 2025. We are continuing to grow and are looking for a high‑level professional to serve as the front‑line Client Success Manager for our shop.

This is not a typical administrative position. This role is critical to the success of our customers, our field team, and our overall operation.