Customer Success Lead
ProjectGrowthOur client is a premier provider of coaching services, dedicated to enhancing individual and organizational performance through high-quality, personalized coaching. They are seeking a strategic and results-driven Customer Success Lead to drive client satisfaction and oversee operational excellence within their flagship Career Amp coaching program.
Location:
Fully-Remote (Work from Home), 9 AM - 5 PM CST
Key Responsibilities:
1. Strategic Client Success Management:
Drive and maintain a client satisfaction score of 90%+ across all program touchpoints.
Proactively identify and address client needs, ensuring a world-class experience with a minimum 40% referral rate.
Develop and implement client success strategies to achieve a 90%+ positive feedback rating.
2. Operational Leadership:
Lead and develop a team of Virtual Assistants (VAs), ensuring 24-hour response times and 95%+ ticket resolution rates.
Design and implement scalable operational processes to increase team efficiency by 30%.
Create and maintain Standard Operating Procedures (SOPs) for all key client touchpoints.
Establish and monitor KPIs for team performance and client satisfaction, providing regular reports to the Executive Team.
3. Program Excellence:
Oversee program delivery metrics, ensuring a 95%+ on-time completion rate for all client deliverables.
Analyze program data to identify trends and opportunities for improvement.
Drive continuous program evolution through quarterly review and enhancement cycles.
Implement and maintain quality control measures across all program components.
4. Systems and Process Optimization:
Evaluate and optimize the current technology stack to improve operational efficiency.
Develop automated workflows to reduce manual tasks by 40%.
Create scalable systems for program delivery capable of supporting 3x growth.
Implement reporting frameworks for real-time visibility into program performance.
5. Team Leadership:
Hire, manage, train, and develop VA team members to meet or exceed performance targets.
Conduct regular performance reviews and set clear objectives for team members.
Create and maintain training materials for consistent service delivery.
Foster a culture of excellence and continuous improvement.
Qualifications:
Required:
5+ years of experience in customer success or operations management.
Proven track record of leading and developing remote teams.
Strong background in process improvement and systems implementation.
Excellence in project management and cross-functional collaboration.
Data-driven approach to decision-making and problem-solving.
Preferred:
Experience in coaching or professional development industries.
Background in HR or recruitment.
Expertise in scaling operations for high-growth companies.
Familiarity with Kartra (or similar Learning Management Systems) and project management tools.
Knowledge of automation and workflow optimization.
What Success Looks Like:
Client Satisfaction: Maintain a client satisfaction score of 90%+ and a referral rate of at least 40%.
Operational Efficiency: Achieve a 30% increase in team efficiency and 95%+ ticket resolution rate.
Program Delivery: Ensure 95%+ on-time completion rate for all client deliverables.
Scalable Growth: Implement systems that support 3x growth and reduce manual tasks by 40%.
Leadership Excellence: Build and lead a high-performing VA team with clear objectives and consistent service delivery.
Benefits:
Competitive salary.
Flexible remote work environment.
Professional development opportunities.
Comprehensive health benefits.
Performance-based bonuses.
Collaborative and supportive team culture.
This role offers an exciting opportunity for a Customer Success Lead to make a meaningful impact in the coaching and professional development space. If you are a strategic thinker with a passion for client satisfaction, operational excellence, and team leadership, we invite you to apply and become a key part of our client’s dynamic team.
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets