Full-Time Client Success Manager

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.

1. 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.
2. Conduct 1:1 and group calls to guide clients through the Program and ensure they understand all of the resources within the Product.
3. Update CRM (Ontraport) with any client notes to always know how clients are progressing and if/where they are stuck. Manage their "traffic light" color to know where they’re at in terms of clarity & engagement.
4. Conduct renewal conversation calls toward the end of each client’s 12-month contract.
5. Engage in private Skool community to help clients through sticking points related to workshop material, mindset, self-belief, and staying the course.
6. Attend Weekly Sync (team meeting), Weekly Client Success meeting, and weekly 1-on-1 meetings.
7. Submit Weekly Review at the end of each week to help solve problems and review KPIs.

Outcomes/KPIs: Maintain a weekly pulse on ALL clients. Ensure traffic lights are updated to reflect their status. Goal: 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"

Time & Commitment: You will have the freedom to make your own schedule, but be available to open calendar space for:

• Kickstart calls (onboarding)
• SWAT sessions (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 communicate through Slack daily.

Experience Requirements: 2-5+ years of client success/account management or similar experience in the coaching services industry or digital marketing agency background. 1+ years of experience in digital marketing (webinars, funnels, ads, social media). Experience in digital marketing - have either run your own or managed/coached other webinars, funnels, SBC, etc. Based in North America with English as your 1st language.

Other Requirements: Very well organized. Comfortable handling a hefty client load and working in a fast-paced environment.

About SaaS Talent: SaaS Talent is your hiring, business development, and growth partner with 20+ years of experience. We work with 100+ companies, helping them achieve their goals.

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