Customer Success Lead

Our 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