Client SUCCESS MANAGER
Full Time
Oversee the customer journey from onboarding through completion. Partner with coaches to deliver a consistent, high-quality experience while identifying opportunities to improve engagement, retention, and client outcomes.
The Role
This is not a support role. This is a customer experience ownership role. You are responsible for designing, running, and improving the end-to-end client experience so clients stay engaged, get results, and remain long-term customers. You operate proactively and strategically.
What You'll Own
Customer Experience
• Ownership of the full client journey after the sale
• Clear onboarding, expectations, and success paths
• Proactive touchpoints that reduce confusion and churn
• Ensuring clients always know what to do next You do not wait for issues. You design them out.
Client Outcomes and Retention
• Managing a large client base at scale
• Tracking engagement, progress, and risk signals
• Intervening early when clients stall or disengage
• Driving retention, renewals, and long-term success Retention is the output. Systems are the input.
Systems, Metrics, and Feedback
• Defining and tracking customer success metrics
• Identifying patterns in churn, friction, and objections • Translating client and coach feedback into operational improvements
• Partnering with Operations and Growth to improve delivery quality
How You Work
• You think in systems and leverage
• You prefer prevention over reaction
• You balance empathy with standards
• You value clarity over comfort
• You care about outcomes, not activity
You believe a great customer experience is designed, not improvised.
How Success Is Measured
• Client retention and renewal rates
• Client engagement and program completion
• Reduction in churn and escalations
• Clarity and predictability of the client journey
What This Role Is Not
• Reactive customer support
• High-touch one-to-one coaching without scale
• Emotional hand-holding without accountability
• Ticket-based problem solving only
This role should create confidence, structure, and consistency.