Customer Success Manager

The role

As we scale toward 100+ new clients a month, the first weeks after a sale decide whether a client gets momentum or drifts — and the day-to-day support that follows decides whether they stay. The Client Success Manager owns both. You set every new client up, keep the support experience clean, drive bookings and attendance, catch at-risk clients early, and keep the client record accurate — so our coaches can coach and our clients get results.

What you'll own

Onboarding & activation (sale → momentum). You own the client from the moment they buy: access granted within 24 hours, onboarding call within 5 business days, a walk-through of Start Here and Circle, and their first steps done (market, LLC, pre-approval) so they reach the momentum call ready to go.

The momentum call. You make sure every client is booked and shows up. When they no-show, you own the follow-up sequence and get them rebooked — no client stalls at the first live step. (The call itself is run by the Client Success Advisor; getting them there is yours.)

Point of contact & proactive communication. You're the human the client hears from. You check in on a cadence, answer questions across email, Circle, and phone, and set clear expectations — clients skew 35–70, so warmth and clarity matter.

Bookings & attendance. You keep clients booking and attending everything they need — the momentum call, deal-review and coaching calls, and their one-on-ones — and keep them moving through the program.

The stuck and the silent. You watch engagement, spot clients who stall or go quiet early, and re-engage them before they become a cancellation. You also work down the invited-but-never-joined gap so no paid client is left outside the community.

First line of retention. You're the first line when a client wavers — a cancellation, a refund ask, or a client going cold. You take the first conversation, run the company-policy call, calm the anxiety that drives most requests, and make the approved save offers. When a client is genuinely at-risk or set on leaving, the Client Success Advisor takes the save call and it moves up the ladder. You never promise a money-back outcome at this level.

Support — shared with the CS Coordinator. The day-to-day support ticket queue is owned by the CS Coordinator. You partner with her: you handle what's tied to your own clients and their onboarding, and back up the queue when volume spikes — but keeping the general ticket queue clean is her seat, not yours.

Daily client verification. Each day you confirm who got access and who didn't, and chase the gaps so nothing slips on day one.

Community & milestones. You're active in the community — welcoming new clients, keeping the Wins channel alive, and celebrating milestones so it feels tended.

Records, CRM & reporting. You keep the CRM and client tracker current — stage, next action, tier, and history — file the end-of-day report, track satisfaction and progression, flag at-risk clients, and surface testimonial and case-study candidates.

Team collaboration. You join the weekly Client Success meeting, coordinate with coaches, sales, and ops, and help improve the playbooks as we scale.

You won't be writing from scratch — the emails, call scripts, follow-ups, and SOPs are built and ready to fire. Your energy goes into the client, and into keeping the system running clean.

What we measure

• Onboarding completion & speed. How many new clients complete first steps and reach the momentum call — and how fast.

• Show rates. Momentum-call, deal-review, and coaching-call attendance.

• Bookings. Clients actively booking and attending their one-on-ones.

• Responsiveness. Speed and quality of communication with your clients.

• Retention. Refund / cancellation rate and saves on at-risk clients before they escalate.

• Coverage. The invited-but-never-joined gap shrinking week over week; no client left without a next step.

• Records & satisfaction. CRM accuracy and client satisfaction.

Who you are

• A genuinely good person. Warm, patient, and organized — clients feel looked after the moment they talk to you. This matters most.

• A strong communicator. Excellent spoken and written English; comfortable on camera and on the phone.

• Organized under volume. You can hold many open clients and threads at once and keep each one moving without losing track.

• Proactive and reliable. You follow through, keep your word, and don't let people fall through the cracks.

• CS or fulfillment experience — a plus, not a must. Client success, account management, or coaching-program support is great; if you're the right person, we'll teach you our systems.

Working expectations

• Full-time availability during overlapping US business hours for client calls, tickets, and team coordination.

• Respond to your clients within 2–4 business hours; same-day movement on escalations.

• Attend the weekly Client Success meeting, trainings, and 1:1 syncs, and file the daily end-of-day report.

• Maintain strict confidentiality of all client information and company data (per the contractor agreement).

• Compensation $2000 USD.