Director of Client Success

• We’re looking for a full time Client Success Coach to join our fast growing team at Richard Yu’s online education company.
• Our mission is simple: help everyday people launch impactful online digital Product businesses that transform lives, starting with their own.
• If you love mentorship, thrive in high performance environments, and want to make a real difference in people’s lives, keep reading

About Us

Impact Clients helps entrepreneurs start or scale their digital product businesses.

What began as a broke UCLA student struggling to sell an online course has grown into a company that has generated $30M+ in revenue with a global team of 50+ members.

Our mission is to reform the education system by helping 1 million+ people achieve financial freedom through online business.

We are faith driven, fast paced, and rooted in service. We are building a world class education platform to help people turn their knowledge into income through coaching and consulting.

The CEO, Richard Yu, is an online business coach with

• 100K+ subscribers on YouTube → youtube.com/richardyu1
• A growing personal brand on Instagram → instagram.com/richardyuzee

Our company is a fast-paced, and rooted in service. We’re building a world-class education platform to help people turn their knowledge into income through coaching and consulting.

About The Role

You’ll be leading a team of 8-10+ Customer Success Managers (CSMs) responsible for client onboarding, coaching, and retention. Your job is to elevate client outcomes, maximize lifetime value, and train our CSMs to become world-class coaches.

This is a hands-on leadership role: you’ll manage, mentor, and hold the team accountable, while also stepping in personally when high-stakes client situations require it.

This is a remote, full-time position. You must be available during 8AM–5PM EST, Monday to Friday. On average, you’ll work up to 8 hours per day, and some days will require a little more effort of up to 9+ hours.

You must currently live in North America, Europe, or South Africa, and speak fluent, accent-neutral English. Clear communication is non-negotiable, we’re in the coaching business.

🎯 About The Role

You will lead a team of 8 to 12+ Customer Success Managers responsible for onboarding, coaching, and retention.

Your job is to

• Elevate client outcomes
• Maximize lifetime value
• Develop world-class CSMs

• This is a hands-on leadership role. You will manage, mentor, and hold the team accountable, while also stepping in on high-stakes client situations when needed.
• 📍 Remote, full-time
• 🕘 Availability required: 8 AM to 5 PM EST, Monday to Friday
• ⏱️ Average workload: up to 8 hours per day, occasionally 10+
• 🌎 Must live in North America, Europe, or South Africa
• 🗣️ Fluent, accent-neutral English required

Key Responsibilities

• Lead and coach a team of CSMs on onboarding, accountability, and renewal calls
• Step into refund and chargeback situations to retain clients and protect revenue
• Train CSMs on objection handling and improving 1:1 call performance
• Monitor KPIs around retention, upgrades, renewals, and collections
• Improve scripts, processes, and SOPs for scalability
• Collaborate with Sales and Marketing for message alignment
• Take ownership of escalated client accounts
• Provide daily reporting across Slack, spreadsheets, and other tools

✅ Requirements

You must have

• Proven experience leading customer success teams in online education, coaching, or digital marketing
• Strong track record in objection handling and save calls
• Hands-on experience preventing refunds and chargebacks
• Excellent communication and leadership skills
• Experience with Loom, Slack, Zapier, Calendly, GSuite, Trello, and CRMs
• High attention to detail and strong organizational skills
• Ability to manage multiple priorities in a fast paced environment
• Passion for mentoring and developing people
• Full time availability during EST hours

• 🔥 WHO THIS IS FOR
• ✔️ Natural leaders who thrive on retaining clients
• ✔️ People who stay calm in client fires and escalations
• ✔️ Mentors who love developing team members
• ✔️ Highly accountable, detail-oriented operators
• ✔️ Builders excited to help scale to 9 figures
• 🚫 WHO THIS IS NOT FOR
• ❌ People who avoid difficult conversations
• ❌ Anyone with another full-time job
• ❌ People who struggle with deadlines or fast execution
• ❌ Anyone resistant to feedback and growth
• 💰 Compensation & Benefits

• Negotiable compensation based on experience, we are open
• Base salary negotiable based on experience
• Performance-based commission opportunities
• Potential equity upside

Next Steps

If this role excites you

• Submit your resume.
• Record a 3–5 minute Loom video introducing yourself and answering:
• Why should we hire you?
• What’s your experience with leading client success teams?
• Share an example where you successfully handled a save call or refund/chargeback scenario.
• Share an example where you coached a team member to perform better.
• Why do you believe you’ll thrive in a fast-paced, growth-driven environment?

Applications are reviewed on a rolling basis. If selected, you’ll hear from us within 24–48 hours.