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:
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Being the point of contact and managing 80-120 clients for the 24-week duration of the program.
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Host 1-on-1 calls with the clients every 2 weeks. 40 slots per week to have calls with clients.
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Proactively guide clients through activation points to get results and drive ascensions/continuations.
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Suggest necessary changes to the client fulfillment process and spot gaps in training material.
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Constantly planting the idea for the high-level programs so they know what it is and have aspirations to join.
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Create opportunities for department heads to ascend clients to higher-ticket programs.
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Follow up with the unresponsive clients 2x week using different mediums (email, phone, discord, whatsapp)
Support & Communication:
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Provide dedicated Slack/Discord/Skool support for 8 hours per day, Monday-Friday (ET Zone).
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Maintain an "Inbox 0" policy for all assigned client messages by EOD.
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Collaborate effectively with the Coaching and Sales departments.
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Participate in daily CSM meetings (M-F).
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Participate in daily coaching meetings to discuss client blockers and wins.
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Attend 1-on-1 meetings with the manager
Performance Monitoring & Reporting:
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Audit and provide feedback on clients' YouTube efforts.
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Maintain detailed client notes and records in ClickUp.
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Achieve a minimum 15%+ client ascension rate.
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Maintain a Refund/Cancellation KPI below 7%.
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Maintain clean ClickUp notes per client
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Gathering as many Trustpilot reviews and testimonial/interview videos as possible.

Qualifications:

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1-3 years experience in Youtube and/or online business industry
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At least 1 year of experience in client facing roles
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High level of confidence and experience in building and maintaining strong relationships with customers
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Ability to work under high stress and pressing deadlines
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Able to handle difficult conversations regarding upset customers and de-escalate those situations
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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
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Comfortable with sales and willing to meet with clients for 30+ hours per week.
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Knowledge of appointment setting and/or online sales or a strong willingness to learn.
Disqualifies:
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Primary motivation is for flexibility and travel freedom only.
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Unwillingness to commit to a 50-60+ hour work week when business needs require it.
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Lack of interest in continuous training and improvement of sales and communication skills.
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Inability to accept feedback.
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Inability to maintain the professional standards for client interactions.
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Virtual backgrounds are not permitted for client calls.
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Low status presentation
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Negative vibe/Not agreeable and not able to motivate people
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Inability to hold clients accountable in a professional/smooth way
Reports to: Director of Customer Success - Wiktor
Remote
Scorecard for the CSM:
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Vision for this role:
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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
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Single sentence filter:
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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
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Candidate profile:
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This is a meeting and nurture role, this person needs to believe in the clients more than they believe in themselves.
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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.
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The most we could pay for this role would be 12k/month if they would also do the closing calls for the ascension.
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The best part about this role
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You get to see a lot of volume of YouTube videos and be able to spot patterns
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3 skills
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YouTube
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Sales
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Being organized