Customer Success Lead

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Project Growth

πŸ“Remote - Peru

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
This job is filled or no longer available