Project & Client Success Manager

ROLE OVERVIEW

We're looking for a Project & Client Success Manager to act as the main communication bridge between our Coaches and internal teams.

You will own the day-to-day relationship with assigned Coaches, ensure projects move smoothly, coordinate key activities, prepare performance reports, and solve operational issues before they become bigger problems.

The right person is highly organised, outgoing, responsive and comfortable managing multiple stakeholders at the same time.

KEY RESPONSIBILITIES

• Act as the main point of contact between Coaches and internal teams
• Conduct weekly Coach meetings and follow up on agreed action items
• Prepare and present sales and marketing performance reports
• Coordinate webinar schedules, video shoots and other Coach activities
• Handle Coach enquiries, requests and day-to-day operational issues
• Coordinate with Marketing, Sales and Operations teams to ensure projects stay on track
• Support refund cases and other student-related operational matters when required
• Maintain project databases, records and administrative documentation
• Track deadlines, deliverables and outstanding tasks across assigned projects
• Report project performance, risks and key updates to the COO / CEO during weekly management meetings

GOALS

• Maintain strong Coach satisfaction and communication
• Ensure projects and deliverables are completed on time
• Resolve Coach requests and operational issues quickly
• Maintain accurate and timely reporting
• Reduce communication gaps between Coaches and internal teams
• Keep project data, documentation and follow-up organised

MUST HAVE

• Strong communication and relationship-management skills
• Outgoing and confident personality
• Excellent organisation and project management skills
• Strong problem-solving ability
• Able to manage multiple Coaches and projects simultaneously
• Detail-oriented and reliable with follow-up
• Comfortable working with data, reports and spreadsheets
• Able to stay calm and solutions-focused when handling urgent requests
• Fluent Cantonese and working English

NICE TO HAVE

• Experience in account management, client success or project management
• Experience in an agency, coaching, education or consulting business
• Experience coordinating webinars, content production or marketing campaigns
• Familiarity with Google Sheets, Notion, GoHighLevel or similar tools
• Experience preparing sales or marketing reports
• Experience handling customer service or refund cases