As a Client Success Manager, your role is to help our client’s customers win fast, win big, and ensure they renew or ascend to their next-level coaching program. Our client helps health professionals grow their coaching businesses online, therefore previous experience in digital/coaching business and marketing is a must.You've dealt with funnels before, so you understand the effort, metrics, and emotions involved. You’ll be responsible for building long-term relationships with our client’s customers; orienting them and helping them “consume” our client’s training. You would likely be overseeing about 100+ clients. RESPONSIBILITIES include but are not limited to:Conduct onboarding calls with new clients and ensure they are 100% clear on how to get started and what to focus on to get fast wins.Conduct 1:1 and group calls to guide clients through the Program and ensure they understand all of the resources within the Product.Update CRM (Ontraport) with any client notes to always know how clients are progressing and if/where they are stuck, managing their “traffic light” color to know where they’re at in terms of clarity & engagement.Conduct renewal conversation calls toward the end of each client’s 12-month contract.Engage in private Skool community (respond to comments, encourage others, post helpful and accountability based posts) to help clients through sticking points related to workshop material and/or mindset, self-belief, and staying the course.Attend Weekly Sync (team meeting), Weekly Client Success meeting, and weekly 1-on-1 meetings.Submit Weekly Review at the end of each week to help solve problems and review KPIs.OUTCOMES // KPIs: Your job is to maintain a weekly pulse on ALL of your clients and make sure traffic lights are updated to reflect their actual status. Your goal is to make sure clients NEVER get to “red”, and that any “yellow” lights are turned into “green” as quickly as possible.>70% of clients renew - 90% of all clients are “green.”Internal “traffic light system” to track clients’ status:GREEN means they have clarity about their objective and they are moving forward.YELLOW means they are stuck on something or going slower than expected.RED means they are unresponsive, not using the product, completely off track.TIME & COMMITMENTYou will have the freedom to make your own schedule. That said, you will be expected to open enough calendar space to offer: Kickstart calls (for onboarding new clients).SWAT sessions (for renewal conversations).1:1 and group coaching calls with clients.1:1 interviews with successful clients to collect and share social proof.You will be expected to be available to communicate through Slack daily.
