customer success manager Remote
Job description
The ideal hire
We are seeking a dedicated and ideally, experienced Customer Success Manager who has ideally worked, or even better, run their own in the coaching, agency or education space before.
As a customer success manager, you will play a vital role in assisting experts and organizations in building their coaching programs and course businesses.
About Let's Level Up
We are a venture-backed startup that enables experts and organisations to build and scale their income and impact by building their own education businesses online. We do this through our own proprietary technology and context dragging.
Our goal with hiring
Create an environment where exceptional individuals thrive. Our business and its compensation structure are designed to attract the most talented and accomplished professionals. In order to maintain the high standards set by our team, we carefully select only a small fraction of applicants. It's no surprise that the top 1%, representing the very best, make up our esteemed group.
There is potential to grow within the company and eventually progress to head of customer success and fulfillment.
Responsibilities
- Act as the main client contact, fostering strong relationships and understanding their unique needs and objectives.
- Manage the end-to-end process of launching coaching programs and courses, ensuring a smooth and successful implementation.
- Collaborate with clients to define requirements, timelines, and deliverables, providing expert guidance and recommendations.
- Coordinate cross-functional teams to deliver program/course materials on time and with high quality.
- Monitor project progress, proactively resolve issues, and keep stakeholders informed.
- Provide progress reports, gather feedback, and address client concerns.
- Manage client expectations and ensure high satisfaction by delivering on commitments.
- Stay updated on industry trends, sharing insights and recommendations with clients.
- Collaborate with sales and marketing teams to identify upselling opportunities and expand client relationships.
Requirements
- Proven experience in fulfillment or account management, preferably in the coaching and education industry.
- Deep understanding of coaching programs and course businesses, including development, delivery, and marketing.
- Strong project management skills, with the ability to handle multiple projects, prioritize tasks, and meet deadlines.
- Excellent interpersonal and communication skills for effective client and team interactions.
- Exceptional organizational skills and attention to detail for accurate and timely execution.
- Problem-solving mindset with proactive approach to challenges.
- Proficiency in project management tools and software.
- Self-motivated and independent, yet a team player.
- Sales and/or business development experience is a significant bonus.
Key Performance Indicators (KPIs)
- Client Satisfaction: Measure client satisfaction levels through regular feedback and satisfaction surveys to ensure a high-quality experience and meet client expectations.
- Project Timeliness: Adhere to project timelines and delivery schedules, ensuring coaching programs and courses are launched within agreed-upon timeframes to meet client deadlines.
- Program/Course Quality: Evaluate program/course quality through feedback, reviews, and client testimonials, ensuring the delivery of high-quality materials that meet client expectations.
- Upsell/Expansion Opportunities: Identity and track opportunities for upselling and expanding existing client relationships, contributing to business growth and maximizing client value.
- Client Retention: Monitor client retention rate, measuring the percentage of clients who renew their engagements, to maintain long-term partnerships and demonstrate the ability to deliver ongoing value.
Job Types: Full-time, Part-time
Part-time hours: 40 per week
Salary: £2,000.00-£5,000.00 per month
Benefits:
- Casual dress
- Employee mentoring programme
- Employee stock purchase plan
- Flexitime
- Referral programme
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
Experience:
- Retail sales: 1 year (preferred)
- Customer Service: 2 years (preferred)
Work Location: Remote
Application deadline: 18/06/2023
