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: Feels seen, supported, and confident immediately after enrolling Successfully completes onboarding and early milestones Stays engaged long enough to experience undeniable value 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.