Customer Success Manager

ABOUT STNDRD

Founded by Chris Bumstead, STNDRD is a fast-scaling enterprise dedicated to helping individuals reach their full potential through a one-of-a-kind ecosystem. STNDRD combines a comprehensive training app, elite 1-on-1 coaching, and telehealth services. Our goal is to empower people to take control of their physical and mental well-being through personalized solutions and expert guidance.

ROLE OVERVIEW

The Customer Success Manager (CSM) at STNDRD is not a support role.

This is a client-facing, revenue-protecting, experience-owning position responsible for ensuring that every client who says “yes” successfully transitions into long-term momentum, trust, and results.

You will act as

• The bridge between Sales and Coaching
• The owner of the post-close experience
• The guardian of retention, cash collection, and client confidence

This role requires someone who understands human psychology, expectation-setting, follow-through, and emotional ownership—often found in sales, hospitality, concierge services, or high-touch client management backgrounds.

CORE OBJECTIVE

Ensure that every client

1. Feels seen, supported, and confident immediately after enrolling
2. Successfully completes onboarding and early milestones
3. Stays engaged long enough to experience undeniable value
4. Converts into a retained, referable, long-term client

KEY RESPONSIBILITIES

POST-CLOSE CLIENT ONBOARDING (PRIMARY OWNERSHIP)

• Personally welcome each new client within 24 hours of close
• Guide clients through:
• Platform access
• Assessments
• Coach assignment
• Scheduling expectations
• Ensure no friction, confusion, or drop-off between close and execution
• Set clear expectations around:
• Communication cadence
• Accountability standards
• What success looks like in the first 30 / 60 / 90 days

The CSM owns the emotional handoff from Sales → Coaching.

CLIENT RELATIONSHIP MANAGEMENT & RETENTION

• Maintain consistent, proactive communication with active clients
• Monitor:
• Engagement levels
• Missed check-ins
• Sentiment shifts
• Early warning signs of churn
• Intervene early with:
• Reframes
• Clarifications
• Expectation resets
• Act as the client’s internal advocate while upholding STNDRD standards

REVENUE PROTECTION & CASH COLLECTION SUPPORT

• Track payment plans, installment timing, and collection status
• Follow up on:
• Failed payments
• Delayed remittances
• Pending commitments
• Communicate firmly but professionally to:
• Reduce revenue leakage
• Maintain trust while enforcing agreements
• Coordinate with Sales when escalation is required

This role is revenue-adjacent, not administrative.

EXPERIENCE OWNERSHIP (WHITE-GLOVE STANDARD)

• Deliver a hospitality-grade experience at every touchpoint
• Ensure clients feel:
• Cared for, not managed
• Supported, not chased
• Accountable, not pressured
• Uphold brand tone:
• Calm
• Confident
• Direct
• Professional

CROSS-FUNCTIONAL COMMUNICATION

• Relay client insights to:
• Sales (objection patterns, hesitation themes)
• Coaches (engagement, mindset flags)
• Leadership (system gaps, experience friction)
• Maintain clean CRM notes and lifecycle tracking
• Participate in weekly ops / experience reviews

IDEAL CANDIDATE PROFILE

BACKGROUNDS THAT EXCEL HERE

• High-ticket Sales or Account Management
• Hospitality / Concierge / Luxury Service
• Client Retention or Customer Experience
• Executive Assistant or Client Services (high autonomy)

YOU ARE LIKELY A FIT IF YOU

• Understand buyer psychology and emotional commitment
• Are comfortable having direct but respectful conversations
• Can read between the lines when a client is disengaging
• Take ownership instead of deflecting responsibility
• Care deeply about follow-through and standards
• Enjoy being the person who “makes things work”

SKILLS & TRAITS REQUIRED

• Strong written and verbal communication
• High emotional intelligence (EQ)
• Calm under pressure
• Organized and detail-oriented
• Comfortable with CRM tools and async communication
• Confident setting boundaries with clients
• Revenue-aware mindset

KEY PERFORMANCE INDICATORS (KPIS)

• 30 / 60 / 90-day client retention
• Cash collection percentage
• Onboarding completion rate
• Client engagement consistency
• Escalation reduction
• Referral readiness / testimonials initiated

WHY THIS ROLE MATTERS

At STNDRD

• Sales is not the finish line
• Coaching is not the only value driver
• Experience is the product

The CSM ensures that

• Revenue sticks
• Clients stay
• Results compound
• The brand earns trust at scale

CULTURE & EXPECTATIONS

• High standards, low ego
• Ownership > excuses
• Clarity > comfort
• Precision > volume
• Professional warmth at all times

FINAL NOTE

This is not a passive role.

If you thrive in environments where

• Clients matter
• Execution matters
• Follow-through matters
• And your work directly impacts revenue and reputation

This role will feel deeply aligned.