Job Description

Our client is seeking a full-time Client Success Manager to lead clients through our coaching program and help them achieve high levels of success in their business. The Client Success Manager will assist in onboarding new clients, lead group coaching calls, hold clients accountable to their goals and responsibilities in the program, and drive program renewal along with program upgrades.  

In a typical week, the Client Success Manager (CSM) will host group performance pods of 10-15 people designed to allow clients to hold each other accountable while covering their progress made in the program. The CSM will keep a detailed account of client progress in our CRM, making note of any questions, issues, concerns, or disputes through their journey in the program. The CSM will conduct calls with clients at the end of their 12-month journey in the program to push for renewal and drive the sale of program upgrades. Weekly updates and reports on overall client status will also be provided to the Director of Operations and Client Success team to ensure all are kept in the loop of client progress.   

Our company is comprised of ambitious team members dedicated to becoming a household name amongst health entrepreneurs. For this to happen, we need a team of A-Players who have the ability to assimilate to our vision and grow alongside us. The ideal candidate for this role:

  • Takes ownership for their results and results of our clients

  • Goes above and beyond to help our clients make bigs wins and take their business to new levels 

  • Can hold others accountable to their goals and responsibilities  

  • Communicates effectively with clients, leaders, and team members

  • Thrives when working autonomously

Some of the perks:

  • Company Culture: you’ll be hard-pressed to find a company and team with a greater vision for helping others and impacting lives. We are a group of high-performing, A-Team players who are relentless in pursuit of their goals.

  • Learning Opportunities: we are avid learners and highly encourage the support of advancing knowledge and skillsets. 

  • Flexible Working Schedule: we believe in the importance of work-life balance and empowering our people to work autonomously. 

Responsibilities:

  • Learning:

    • Study our company culture documents to be 100% clear on the company vision, core values, ideal clients, important processes, and overall business model

    • Study relevant materials inside our online portal to have an excellent understanding of our coaching program and know what our clients are working through and be able to direct them to the appropriate training or resource when needed

    • Attend calls hosted by other team members to study our business strategy and ensure that as a team member, you are communicating a consistent message to our clients

  • Client Success:

    • Assist in the onboarding of new clients into the program

    • Set goals with the client and keep them accountable to staying on track

    • Conduct 10-minute progress calls with clients for accountability and strategic direction 

    • Oversee and coordinate client performance pods (small groups of 6-8 clients) to help our clients stay accountable to each other

    • Engage in program Facebook group - respond to comments, encourage others, post helpful and accountability based posts

    • Conduct renewal conversation calls toward the end of each client’s 12-month contract

  • Team: 

    • Update our CRM with any client notes to know how clients are progressing and if/where they are stuck

    • Maintain open communication with other coaches to be aware of what each client is working on and having success or challenges with

    • Provide Director of Operations with a weekly report about the overall status of clients and their progress

Must Have:

  • 2+ years experience in a client success/client fulfillment/account manager role 

  • Strong business acumen with a firm understanding of online business, internet marketing, and sales

  • Ability to work in a fast-paced environment with competing priorities

  • Show up consistently with positivity and optimism to lead clients in the same way 

  • Impeccable organization skills, able to manage between 70-100 clients at a time

  • Great people skills, able to lead with compassion and accountability

  • Tech-savvy - familiar with social media, G Suite, and experience with a CRM (preferred)

If you’re a great fit for everything above and just thinking about being in this job gets you excited, apply today!

More Details
Employment Type: Full Time
Location: [REMOTE]
Experience Required: Mid-Senior Level
Date Published: 07 Jan 2022
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