Client Success Manager | $100K-$120K + OTE + Remote | Mission Driven Health Professionals Coaching Company

Company Description

YOU MUST BE AN A-PLAYER CLIENT SUCCESS MANAGER TO APPLY TO THIS POSITION. You MUST be a US Citizen and have your Green Card or Long-Term Visa to apply to this position. This is a fully remote role with a high growth focus where standard 9-5 work hours don’t apply. It’s going to be your job to drive hyper-growth.

Are you ready to make a real impact in the health & fitness industry? 

Our client is an industry leader in business growth coaching and training for health & fitness professionals and was founded by a New York Times bestselling author who also built 2 seven-figure health businesses. Their mission is to coach and train health & fitness professionals to create smarter, more profitable online businesses that increase their earnings and leave a lasting legacy in the community.

You'll be part of a passionate team that believes in the power of transformational coaching, innovative systems, and effective processes. They’ve already helped THOUSANDS of individuals achieve success, and we want you to be a part of this exciting mission!

Company Culture

Our client has a fully remote work culture with 30+ team members from coast to coast within Canada and the USA as well as Australia, Europe, and the Philippines. Their team members are all driven by their shared desire for impact, excellence, and continuous growth to achieve greatness. They’re not just changing businesses—they’re changing lives!

This is an incredible growth opportunity with passionate and competitive individuals who believe working from 9-5 at a minimum is not enough to achieve greatness.

Core Values:

• SPEED IS KING - Getting things done quickly is more important than doing them perfectly. 

• OWNER-LIKE COMMITMENT - They are dedicated to doing great work and going above and beyond because the business' success (and that of our clients) is our success.

• DRIVEN TO GROW - They are voracious learners and they love a good challenge because it brings out our innate desire to grow and become our best.

Job Description

As a Client Success Manager, your role is to help our clients succeed in their growth goals and ensure they renew or ascend to the next-level coaching program. You’ll be responsible for building long-term relationships with customers; orienting them and helping them “consume” our training; guiding them towards the best next steps, and ensuring they feel empowered as the hero of their own journey.

Your measure of success is that customers are moving forward with consistency and clarity, enrolling more clients and earning more money in their business, and ultimately renewing with our client for continued support and coaching to take their coaching business to the next level. You would likely be overseeing/managing about 100-120 customers. 

RESPONSIBILITIES

• Conduct onboarding calls with new customers 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 customers through the Program and ensure they understand all of the resources within the Product.
• Update our client’s CRM (Ontraport) with any customer notes so our client always knows how their customers are progressing and if/where they are stuck, managing their “traffic light” color so that our client knows where their customers are at in terms of clarity & engagement.
• Conduct renewal conversation calls toward the end of each customer’s 12-month contract.
• Study relevant Program materials to have an excellent understanding of our client’s Health Business Accelerator (HBA) coaching program so you know what our client’s customers are working through and can direct them to the appropriate training or resources when needed.
• Attend calls hosted by other coaches to study our client’s business strategy and ensure that as a team member, you are communicating a consistent message to their customers.
• Create customer engagement posts (inside our client’s Skool community) to celebrate customer wins and acknowledge those who demonstrate the values our client looks for in great customers.
• Engage in our client’s HBA workshop Skool community (respond to comments, encourage others, post helpful and accountability-based posts) to help their customers 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.

Goals - Success is:

• 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 engaged in the group (ie. attending calls, posting in the Skool Community, etc).
• Help customers move forward quickly so they can see a positive ROI as quickly as possible. Once running ads, you will help them stay on track to scale so they can add at least $10k/month to their business within 6 months or sooner (from starting).
• 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 all customers are up to date with their payments and any conversations about “early exit” (without fulfilling full contract value) are handled with tact so that customers recommit (instead of wanting to bail).
• You maintain "Inbox Zero" so that all notifications and communications are ALWAYS promptly handled.

Qualifications

• 3-5+ years of client success experience in the coaching services industry. 
• You know how to use behavioral psychology and/or 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 comfortable having difficult conversations to hold our client’s customers to a higher standard than they might have for themselves because you believe the best love is tough love and that by letting people go you let them down.
• Full-time 100 commitment - No side gigs or other consulting work.
• People person and know how to support, coach, and get the most out of those you work with.
• Highly proactive and bold with “tough love” - you are comfortable having difficult conversations to hold clients to a higher standard than they might have for themselves.
• Able to handle a high volume of work, manage pressure well, and get things done quickly with attention to detail.
• Tech savvy - proficient in using email (Gmail, GSuite) and keeping track of client conversations.
• English 1st language and based in North America.
• Some experience in digital marketing (webinars, funnels, ads, social media).
• 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.

Additional Information

About SaaS Talent

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