Client Success Manager (CSM)

• Working Hours: 8 hours, from 4 PM till 12 AM Beirut Time
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• Lebanese national holidays are approved days off
• Salary Range: $1,500 - $2,000
• Commission opportunities available on upsells

Company Overview

It is a coaching organization that supports parents navigating estrangement from their adult children through year-long, human-led programs. The company offers three tiers of guided implementation — a structured community tier, a guided 1:1 coaching tier, and a high-touch tier with direct access to senior leadership — all designed to move families toward reconnection with live human support rather than a self-paced course.

Mission

We're hiring a Client Success Manager to own onboarding end-to-end and build the client success function as our program grows. You'll be the first warm, steady voice a client hears after they enroll and the person who makes sure no client quietly falls through the cracks in their first 90 days. Day-to-day you'll run Welcome Calls, set expectations, activate spouse seats, match clients to coaches, manage a structured check-in cadence, and catch at-risk clients early. If you enjoy high-touch relationship work, clear operational systems, and supporting people through emotionally heavy but deeply meaningful change — you'll feel right at home.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

• Conduct the Welcome Call with every new client within 48 hours of enrollment and keep the promise made at closing.
• 6-8 client onboarding calls daily (30-40 minutes each)
• follow-ups, escalation management, client reviews, upselling, and weekly meetings
• Lead Welcome Calls with a warm, structured agenda that covers program access, the Four Quarter Framework roadmap, community guidelines, and the client's first two weeks.
• Activate spouse seats and orient both partners when applicable.
• Match Guided Connection Year clients to their dedicated coach and make the coach introduction warm and relational.
• Set honest expectations that the program is a year of real work and frame next steps clearly from day one.
• Run a structured check-in cadence (minimum 30/60/90-day touchpoints) for all clients.
• Monitor engagement signals including call attendance, module progress, and community activity.
• Spot at-risk clients early (e.g., gone quiet, missed calls, emotional overwhelm) and proactively re-engage them.
• Serve as the escalation point between clients and the coaching team; route clinical or crisis-level situations to the appropriate resource immediately.
• Handle scheduling, rebooking, and logistics questions so coaches can focus on coaching.
• Keep client records current in the CRM (GoHighLevel): same-day call notes, attendance, milestone tags, and communication logs.
• Document every client interaction to maintain a clean and defensible paper trail.
• Report weekly on onboarding volume, engagement health, and at-risk clients to leadership.
• Flag recurring patterns (onboarding confusion, content gaps, process friction) and recommend root-cause fixes.
• Own small but meaningful client moments: milestone celebrations, reconnection wins, and tough-week check-ins.
• Support renewal and tier-transition conversations in partnership with the sales team.
• Protect refund and dispute rates by ensuring each client understands what they bought, how to use it, and who to call when they're stuck.
• Build and document the onboarding playbook and help get engagement reporting live so at-risk clients are caught before they churn.

Qualifications

• Years of Experience: 2+ years in client success, account management, or high-touch client-facing roles
• CRM Tool: GoHighLevel (GHL)
• Softwares: Zoom, Slack, GoHighLevel
• Industry Knowledge Required: Coaching programs, therapy-adjacent services, family services or pastoral/congregational care experience preferred
• Specific Gender: No preference, female preferred

Skills & Competencies

• Emotional range with boundaries: comfortable holding heavy conversations without absorbing them
• Call leadership: runs warm, structured, timebound conversations that complete the agenda
• Follow-through systems: relentless about next touches, documentation, and no-drop discipline
• Judgment on escalation: knows when to encourage, when to involve the coach, and when to route to clinical support
• Written warmth: clear, person-first follow-up emails that feel human, not templated
• Self-managing in a remote environment and able to run a calendar and CRM reliably
• Strong organization, attention to detail, and documentation discipline
• Ability to spot patterns and recommend operational fixes

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Familiarity with Zoom, Slack, and GoHighLevel (or willingness to learn)

Position Description

• Working Hours: 8 hours, from 4 PM till 12 AM Beirut Time
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): You may request time off anytime with advanced notice
• Lebanese national holidays are approved days off
• Salary Range: $1,500 - $2,000
• Commission opportunities available on upsells