Customer Success Manager

The problem this role solves: Growing on YouTube can be complex, and clients without help are not progressing fast enough or at all.

Goal of this role

Help clients progress through the activation points, leave us positive case studies, and ascend to our higher-level programs

Responsibilities

Client Management, Coaching, and Accountability:

• Being the point of contact and managing 80-120 clients for the 24-week duration of the program.
• Host 1-on-1 calls with the clients every 2 weeks. 40 slots per week to have calls with clients.
• Proactively guide clients through activation points to get results and drive ascensions/continuations.
• Suggest necessary changes to the client fulfillment process and spot gaps in training material.
• Constantly planting the idea for the high-level programs so they know what it is and have aspirations to join.
• Create opportunities for department heads to ascend clients to higher-ticket programs.
• Follow up with the unresponsive clients 2x week using different mediums (email, phone, discord, whatsapp)

Support & Communication:

• Provide dedicated Slack/Discord/Skool support for 8 hours per day, Monday-Friday (ET Zone).
• Maintain an "Inbox 0" policy for all assigned client messages by EOD.
• Collaborate effectively with the Coaching and Sales departments.
• Participate in daily CSM meetings (M-F).
• Participate in daily coaching meetings to discuss client blockers and wins.
• Attend 1-on-1 meetings with the manager

Performance Monitoring & Reporting:

• Audit and provide feedback on clients' YouTube efforts.
• Maintain detailed client notes and records in ClickUp.
• Achieve a minimum 15%+ client ascension rate.
• Maintain a Refund/Cancellation KPI below 7%.
• Maintain clean ClickUp notes per client
• Gathering as many Trustpilot reviews and testimonial/interview videos as possible.

Qualifications

• 1-3 years experience in Youtube and/or online business industry
• At least 1 year of experience in client facing roles
• High level of confidence and experience in building and maintaining strong relationships with customers
• Ability to work under high stress and pressing deadlines
• Able to handle difficult conversations regarding upset customers and de-escalate those situations
• Able to work M-F 9AM-5PM EST/PST; Must be flexible and able to work additional hours/weekends/holidays if the situation needs it
• Comfortable with sales and willing to meet with clients for 30+ hours per week.
• Knowledge of appointment setting and/or online sales or a strong willingness to learn.

Disqualifies:

• Primary motivation is for flexibility and travel freedom only.
• Unwillingness to commit to a 50-60+ hour work week when business needs require it.
• Lack of interest in continuous training and improvement of sales and communication skills.
• Inability to accept feedback.
• Inability to maintain the professional standards for client interactions.
• Virtual backgrounds are not permitted for client calls.
• Low status presentation
• Negative vibe/Not agreeable and not able to motivate people
• Inability to hold clients accountable in a professional/smooth way

Reports to: Director of Customer Success - Wiktor

Remote

Scorecard for the CSM:

• Vision for this role:
• The top performer would be able to meet with a lot of clients, they would really like him and respect him by asking to speak mostly to him and more than 20% of them would ascend to higher level program
• Single sentence filter:
• If this person could activate clients to post 10 YouTube videos using our process within a month and set them for ascension, they are a fit
• Candidate profile:
• This is a meeting and nurture role, this person needs to believe in the clients more than they believe in themselves.
• They need to have a passion for the YouTube or Online industry. They need to have some work that they can prove this passion with.
• The most we could pay for this role would be 12k/month if they would also do the closing calls for the ascension.
• The best part about this role
• You get to see a lot of volume of YouTube videos and be able to spot patterns
• 3 skills
• YouTube
• Sales
• Being organized