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:
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GREEN means they have clarity about their objective and they are moving forward.
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YELLOW means they are stuck on something or going slower than expected.
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RED means they are unresponsive, not using the product, completely off track.
TIME & COMMITMENT
You 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.
- 4-7+ years of client success/account management or similar experience in the coaching services industry or digital marketing agency background.
- 1+ years 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 being your 1st language.
- You are very well organized and can handle a hefty client load.
- Comfortable working in a fast-paced environment or have already worked in a fast-paced environment with a growth-minded/entrepreneurial spirit mindset.
- You are consistent and show up for the team in a way that they can trust.
- You have studied and or been certified by influencers in the coaching space such as Tony Robbins, Brendan Burchard, or similar.
About SaaS Talent
SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.
Reach out to us at www.saas-talent.com to learn more about how we can help you.
