Client Success Specialist (USA & Canada)

This is a remote position.

You are the face of the company for every client, ensuring they stay engaged, take action, and achieve real results. You will personally manage all client relationships, run structured monthly check-in calls, resolve problems in real time, and hold the coaching team accountable to client commitments. You report directly to the COO and act as the voice of the client in every strategic conversation.

This role directly drives retention and revenue. When clients renew, it’s because of the relationship you maintained, and when at-risk clients recover, it’s because you identified the warning signs early and took action.

Responsibilities:

• Own the end-to-end onboarding experience for every new client
  
• Establish each client's goals during onboarding and use it as the foundation of the relationship throughout their membership
  
• Contact every client personally once a month via a structured Zoom call
  
• Resolve 80% of client problems live on the call; ensure the remaining 20% leave the call with a documented next step and deadline
  
• Actively encourage clients to take action, join calls, build positions, and stay engaged with the community
  
• Lead renewal conversations with every client approaching their contract end date, presenting the value of continued membership and securing re-commitment.
  
• Handle renewal objections using structured frameworks (price concerns, performance doubts, time constraints)
  
• Collect NSS (Net Satisfaction Score) at 90 days post-onboarding and quarterly thereafter, with qualitative follow-up on every response
  
• Identify referral-ready clients after their first documented big win and initiate the referral conversation
  
• Source and develop case study candidates from high-satisfaction clients each quarter
  
• Maintain a real-time Client Success dashboard in Airtable
  
• Review the CS dashboard weekly to identify at-risk clients and propose recovery plans
  
• Represent the client voice in weekly leadership meetings
  
• Answer client questions and provide resources and support as needed in Discord
  
• Maintain documented SOPs and training materials for all core CS workflows
  

Requirements

• 3+ years in client success, account management, or relationship management serving high-net-worth clients preferably in investing, financial services, real estate or other finance institutions
  
• Sales acumen, high ticket selling or account retention in a high-touch environment is preferred
  
• Coachable on content: you do not need deep investing knowledge but you need to learn the program quickly and speak about it credibly
  
• Demonstrated ability to handle difficult conversations with composure, managing frustrated, emotionally charged clients without getting defensive
  
• Naturally execution-oriented: you find genuine satisfaction in following a system well, hitting your numbers, and owning every detail
  
• You solve problems yourself before escalating, you follow through on every promise, and you hold yourself to the standard you set for others
  
• Experience with navigating TradingView, brokerages (Fidelity, Robinhood, IBKR, Coinbase or similar), Discord, Airtable.
  
• Must be an english native speaker or have a C2(Advanced) English level.
  

Expected Results & Performance Milestones

In the first 90 days, you will establish a strong foundation by successfully onboarding clients, maintaining consistent monthly touchpoints, building a fully operational client success dashboard, and identifying at-risk clients with active recovery plans.

By months 4–6, you will take full ownership of retention by leading all renewal conversations, achieving at least an 80% renewal rate, improving client satisfaction scores, and generating initial referrals and case studies.

By months 7–12, you will consistently sustain high renewal rates, contribute to a growing referral pipeline, and implement scalable client success processes that maintain quality as the client base expands.

Benefits