Customer Success Lead
Project Growth
Job highlights
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
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