Client Success Manager

The Client Success Manager is the connective tissue between Sales, Operations, and the client. This role owns the order from the moment it closes — shepherding it through the fulfillment pipeline, coordinating logistics and driver scheduling, and serving as the primary point of contact for clients throughout the life of their event. This is a high-ownership, fast-paced role that requires someone who thinks operationally, communicates exceptionally well, and thrives in an environment where no two days are the same. One Client Success Manager will be based in our Chicago office and one in Miami, each supporting their respective market while collaborating closely with the broader Operations team. This role sits within Operations and reports to the Director of Operations. — It functions as the daily liaison between the Sales team, the Operations floor, and the client, ensuring that what was sold is exactly what gets delivered — on time, on spec, and without friction. Key Responsibilities Receive closed orders from the Sales team and transition them into the fulfillment pipeline with accuracy and a full understanding of scope. Maintain and update all order details in the CRM and order management systems throughout the order lifecycle — from booking through delivery, strike, and close-out. Collect all logistical details directly from clients: delivery windows, flip times, pickup times, floor plans, and on-site contacts. Send final counts to clients three business days prior to the client’s deadline; follow up with floor plan and load-in confirmations in the days leading up to delivery. Manage order components across transfers, shipments, and deliveries — making determinations on transfer timelines and retention thresholds as needed. Process payments and support general accounting administration related to order and job processing. Troubleshoot delivery exceptions, product discrepancies, and last-minute changes with a calm, solutions-first approach. Logistics & Driver Scheduling Own the daily scheduling of all drivers and routes, including deliveries, drop-offs, sample orders, strikes, and load-outs for your market. Collaborate with Operations on a routine basis to align on delivery and installation requirements, route logic, and timing. Translate event floor plans into clear driver dossiers with notes, site-specific details, and timing benchmarks. Serve as the real-time bridge between clients and drivers — communicating ETAs, flagging on-site issues, and keeping all parties informed. Serve as the primary point of contact for clients once an order is placed — building trust, anticipating needs, and resolving concerns proactively. Communicate proactively and clearly via email and phone; convey detailed logistical information succinctly and professionally. Attend walk-through meetings with planners and vendors as needed to align on delivery, installation, and strike details. Provide on-site supervision during complex installations when required to ensure a seamless client experience. Showroom & Inventory Coordination Manage the local showroom as it relates to product refresh: coordinating inbound goods, returning retired products, and seasonal merchandising. Monitor dynamic inventory elements for accuracy, flagging discrepancies to Operations promptly. Assist with managing inter-market transfers between Miami and Chicago, verifying quantity counts and newly confirmed orders on a weekly basis. Qualifications Bachelor’s degree from a four-year college or university preferred. Minimum 2 years of experience in the event, hospitality, or luxury services industry in a role involving client-facing coordination, sales support, operations, or logistics. Prior experience with CRM systems and order management platforms required; ability to learn new systems quickly is expected. Bilingual in English and Spanish is a plus. Exceptional organizational skills with a demonstrated ability to manage multiple orders and priorities simultaneously without dropping the ball. Outstanding written and verbal communication skills — you write clearly, respond promptly, and represent the Nuage brand in every client touchpoint. Strong working knowledge of G Suite ("Gmail, Drive, Meet") and Microsoft Office, particularly Excel. Familiarity with event floor plans, installation schedules, and Run of Show documents. Ability to calculate figures such as discounts, percentages, and order quantities. Calm under pressure, adaptable, and solutions-oriented when things change last-minute — and they will. Self-motivated and able to work independently while remaining deeply collaborative with Sales and Operations teammates. Positive, professional energy that reflects the luxury standard our clients expect. Physical Requirements Regularly required to sit, stand, and move throughout an office and warehouse environment during the workday. Occasionally required to lift, carry, or move items weighing up to 30 lbs unassisted. Ability to attend on-site events, which may involve walking on uneven surfaces and standing for extended periods. Visual and auditory acuity sufficient to operate a computer, communicate via phone, and review detailed order and floor plan documents. Benefits Competitive salary commensurate with experience. Medical, dental, vision, and life insurance. 401(k) with company match. Paid time off and holiday pay. The opportunity to work alongside a passionate, talented team building something extraordinary in the luxury event space. Additional Information This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this role. Employees may be asked to perform other job-related duties as requested by authorized personnel, and all duties are subject to possible modification to reasonably accommodate individuals with disabilities. Employment with Nuage Designs is at-will. Nothing in this job description constitutes a contract of employment or guarantee of continued employment. In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, Nuage Designs provides reasonable accommodations to qualified individuals with disabilities. Requests for accommodation will be evaluated on a case-by-case basis and will not affect an applicant’s consideration for employment. Please contact People & Culture with any accommodation requests. #J-18808-Ljbffr Nuage Designs