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:

• 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

• 3 skills

  • YouTube

  • Sales

  • Being organized