As the Director of Client Success, your main focus is to help our client ensure that their clients succeed quickly and significantly, leading them to renew or ascend to their next-level coaching program. You’ll support our client’s team in developing their skills, help improve the client experience by gathering feedback, and suggest product improvements. Your experience in digital marketing and coaching businesses will allow you to onboard quickly and make an immediate impact.
You’ve managed funnels and clients before, so you understand the effort, metrics, and emotions involved, equipping you to guide our client’s team effectively. You'll be responsible for client success, satisfaction, and team efficiency, helping the business grow by prioritizing relationships. Your success will be measured by clients' profitability in their first year and their continued commitment to our client’s coaching programs. You'll also manage the Client Success Managers, Lead Copy Coach, and Lead Tech Coach.
RESPONSIBILITIES include but are not limited to:
- Study relevant Program materials to have an excellent understanding of our client’s Health Business Accelerator (HBA) Workshop Skool coaching program.
- Attend and review calls hosted by coaches to study our client’s business strategy and ensure as a team, our client is communicating a consistent message to its clients.
- Ensure that all client calls are properly recorded and stored for quality assurance.
- Review and provide feedback to the team on calls (onboarding, retention, 1:1, group) to ensure that the coaching provided is professional, supportive, and consistent.
- Oversee project management of Asset Creation, help get to the root cause of bottlenecks, and solve problems so that clients can deploy their Perfect Client Pipeline (PCP) as quickly as possible.
- Help hire, train, and coach new Success Coaches (and other members of the coaching department).
- Develop robust client feedback systems so that we always know what’s working and what we can improve.
- Follow the Situational Leadership framework to support the team with project execution.
- Engage in Health Business Accelerator™ (HBA) workshop 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.
Goals
- You ensure that 80%+ of our client’s customers are “green” (using their traffic light system), meaning that customers know what they are working on, are moving forward, and are engaged in the group (ie. attending calls, posting in the Skool Community, etc).
- Help keep our client’s monthly churn under 5%.
- Improve expansion revenue and customer lifetime value by ensuring that at least 70% of our client’s customers renew (after 12 months) or ascend to their higher level mastermind.
- Ensure that any conversations about “pause” or “early exit” (without fulfilling full contract value) are handled with tact so that customers recommit (instead of wanting to bail).
- You set the standard of maintaining "Inbox Zero" so that all notifications and communications are ALWAYS promptly handled… and you hold the team to it, as well.
- 4-7+ years of experience in client success/account management or similar with team leadership experience in the coaching services industry.
- Experience in digital marketing - have either run your own or managed/coached other webinars, funnels, SBC, etc.
- You know how to use behavioral psychology & NLP to help people achieve their highest potential.
- You have studied and or been certified by influencers in the coaching space such as Tony Robbins, Brendan Burchard, or similar.
- You are obsessed with client success and helping people succeed.
- Full-time 100% commitment - No side gigs or other consulting work.
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People person and know how to support, coach, and get the most out of those you work with.
- You are compassionate and a great listener and also have the ability to challenge people to a higher standard and ensure they move forward in spite of fear (or themselves).
- You are consistent and show up for the team in a way that they can trust.
- You are comfortable having difficult conversations to hold the team to high standards, and ensure people always know where they stand.
- You are very well organized and can handle multiple projects & objectives at once.
- You are good with technology and very proficient using email (Gmail, GSuite) and keeping track of client conversations.
- You're able to onboard with us quickly because you've been there and done that. You have an entrepreneurial spirit. You've been in the trenches and built a funnel before.
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.
