Customer Success Manager

About this role

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

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3 skills

• YouTube
• Sales
• Being organized