Customer Success Lead

Summary

Join our client, a premier provider of coaching services, as their strategic and results-driven Customer Success Lead. This fully remote position requires driving client satisfaction (90%+ score, 40%+ referral rate), overseeing operational excellence within their Career Amp coaching program, and leading a team of Virtual Assistants. You will be responsible for implementing scalable processes, optimizing systems, and ensuring program excellence (95%+ on-time completion rate). The ideal candidate possesses 5+ years of experience in customer success or operations management, a proven track record of leading remote teams, and strong process improvement skills. This role offers a competitive salary, flexible remote work, professional development opportunities, comprehensive health benefits, performance-based bonuses, and a supportive team culture.

Requirements

• 5+ years of experience in customer success or operations management
• Proven track record of leading and developing remote teams
• Strong background in process improvement and systems implementation
• Excellence in project management and cross-functional collaboration
• Data-driven approach to decision-making and problem-solving

Responsibilities

• Drive and maintain a client satisfaction score of 90%+ across all program touchpoints
• Proactively identify and address client needs, ensuring a world-class experience with a minimum 40% referral rate
• Develop and implement client success strategies to achieve a 90%+ positive feedback rating
• Lead and develop a team of Virtual Assistants (VAs), ensuring 24-hour response times and 95%+ ticket resolution rates
• Design and implement scalable operational processes to increase team efficiency by 30%
• Create and maintain Standard Operating Procedures (SOPs) for all key client touchpoints
• Establish and monitor KPIs for team performance and client satisfaction, providing regular reports to the Executive Team
• Oversee program delivery metrics, ensuring a 95%+ on-time completion rate for all client deliverables
• Analyze program data to identify trends and opportunities for improvement
• Drive continuous program evolution through quarterly review and enhancement cycles
• Implement and maintain quality control measures across all program components
• Evaluate and optimize the current technology stack to improve operational efficiency
• Develop automated workflows to reduce manual tasks by 40%
• Create scalable systems for program delivery capable of supporting 3x growth
• Implement reporting frameworks for real-time visibility into program performance
• Hire, manage, train, and develop VA team members to meet or exceed performance targets
• Conduct regular performance reviews and set clear objectives for team members
• Create and maintain training materials for consistent service delivery
• Foster a culture of excellence and continuous improvement

Preferred Qualifications

• Experience in coaching or professional development industries
• Background in HR or recruitment
• Expertise in scaling operations for high-growth companies
• Familiarity with Kartra (or similar Learning Management Systems) and project management tools
• Knowledge of automation and workflow optimization

Benefits

• Competitive salary
• Flexible remote work environment
• Professional development opportunities
• Comprehensive health benefits
• Performance-based bonuses
• Collaborative and supportive team culture