Client Success Specialist

Summary

Join LifeLabs Learning as a Client Success Specialist, where you will lead client rollouts, onboarding, and training, ensuring successful product adoption. You will manage a portfolio of enterprise and strategic accounts, building strong relationships and resolving challenges. Responsibilities include tracking key performance metrics, driving continuous improvement through data analysis, and collaborating cross-functionally. The role is remote and offers a competitive salary, bonus structure, and comprehensive benefits package. You will be responsible for client success, special projects, and meeting specific success metrics. The ideal candidate possesses a proven track record in client relationship management and data analysis.

Requirements

• Proven track record of managing client relationships, including onboarding, training, and rollout execution
• Ability to tailor program rollout and beyond to different client needs and ensure long-term product adoption and satisfaction
• Excellent written and verbal communication skills, with the ability to convey complex information clearly to clients and internal teams
• Comfortable working cross-functionally and coordinating across multiple stakeholders
• Ability to track, interpret, and report on key metrics (e.g., CSAT, adoption rates, learner sentiment)
• Skilled in using data to identify trends, inform decisions, and drive continuous improvement

Responsibilities

• Plan and Execute Rollouts:Develop detailed rollout plans, including timelines, resources, and communication strategies
• Client Onboarding and Training:Onboard new, returning and rebooking clients, provide training on the product, the platform and ensure successful adoption. Educate clients on how to get the most ROI for our product offerings
• Coordinate with Product Operations for onboarding support (i.e. logistical tasks - invoicing, scheduling, onboarding, travel, etc.)
• Relationship Management:Build and maintain strong relationships with clients, understanding their needs and goals. Strategically partner with consulting team to
• Problem Solving and Escalation:Identify and resolve issues, escalate complex problems, and ensure timely resolution
• Communication and Reporting:Communicate effectively with clients and internal teams, providing regular status updates and reports
• Metrics and Analysis:Track key metrics, analyze data, and identify areas for improvement and optimization. Create Learner & Sponsor sentiment & satisfaction reports and identify clients trends and patterns for reporting and future product development
• Product expertise:Be the expert on how the product can best be rolled out and applied to meet client return on investment. Develop and maintain expertise both on client content, delivery but with our digital platform and how clients and learners interact with LifeLabs. Support our go-to-market strategy
• Client facing content management:Create and maintain multi-media content for client enablement purposes (e.g. knowledge base articles, presentations, etc.)
• Assist with a variety of special projects in collaboration with cross-functional teams
• Spot inefficiencies and look for opportunities to streamline, improve, and scale our processes
• Write a clear definition of “done” and success metrics for every project
• Involve Labmates who may be impacted by your project
• Always Be Learning: seek feedback from your collaborators and project sponsors
• Meet 95% of response time SLAs
• Maintain a 85% CSAT score
• Complete Monthly Metrics in Culture Amp every month

Benefits

• Medical, dental, and vision insurance
• Flexible vacation policy, 11 federal holidays, 2 LifeLabs holidays, Kind Fridays, Clean Break (Paid Time Off benefit during the last week of the year)
• 401K match
• Team profit share
• 4 Learning Days
• Health & Wellness benefit
• Dedicated peer coach
• Ongoing training
• Biannual team retreats
• Salary + bonus (Success Share)