Client Success Manager

Summary

We’re looking for a full-time client success manager to onboard new clients and manage + coach our existing clients.

The position will start at part-time (15-20 hours/week) with a 90 day probationary period as in independent contractor. At the end of 90 days, we’ll meet and assess if we’d both like to continue working together.

If you’re hardworking, love to teach, provide rave-worthy client service, and are highly organized, then this position is for you!

About Our Company

Our Values

  • Family first.
  • Never compromise your reputation or integrity for money, approval, or opportunities.
  •  Speak up against bullshit and wrongdoings.
  • Most problems can be resolved with a 1:1 conversation.
  • Mistakes are lessons and a spotlight on where we need to improve.
  • Under-promise, over-deliver on value, timelines, and respect.
  • We don’t create or co-sign shitty products, people, or companies.
  • Kobe effort and #MambaMentality, always.
  • “Do or do not. There is no try.” – Master Yoda
  •  Average is unacceptable.
  • We prioritize our mental, physical, emotional, and spiritual well-being > business. Self-care isn’t optional.

What’s it like to work with us?

There are tons of perks when you join the Ari Hale Team:

✔️ Work from home 100%+ of the time, which means no commute, more free time, and a cozier life!

✔️  MINIMAL meetings outside of your initial 90 day training and probationary period

✔️ You’ll attend virtual company retreats where we have fun, brainstorm and make plans. Once it’s safe, these retreats will be in-person.

✔️ No time tracking! We care more about making sure our clients are having an amazing experience, getting the work done, and meeting our deadlines. Once a quarter, we do track time for a week.

Within the next year, we’re working to:

✔️  Provide employee benefits such as health, vision, dental insurance, 401Ks, etc.

✔️  Provide reimbursements for health and wellness, upgrade your tech or home office space, and more.

✔️ Travel and trips: Once it’s safe, you’ll go to conferences and events all over the country with the CEO as needed. (Traveling with me is very fun).

✔️ Invest in your professional development. We want to invest heavily in the development of our team. If you want to take a course, get a certification, or go to an event for your own development, we make it happen.

Job Description

Position: Client Success Manager / Client Success Specialist / Coach
Reports To: Chief Operations Officer 
Job Type: Part-time contractor to start, transition to full-time employee
Location: Remote, USA

We’re looking for a full-time client success manager to onboard new clients and manage + coach our existing clients. The position will start with a part-time 90 day probation period so we can both decide if this is a fit to work together.

If you’re hardworking, love to teach, provide rave-worthy client service, and are highly organized, then this position is for you! 

Position Summary 

The Client Success Manager is responsible for the entire client journey with our company – beginning with assisting in enrolling new clients, onboarding new clients, and managing, coaching, and retaining existing clients. If you’re hardworking, love to teach, provide rave-worthy client service, and are highly organized, then this position is for you! 

Responsibilities

  • Support the Sales Process by Reviewing Applications, Preparing Acceptance Emails, and answering questions from leads in the pipeline.
  • Keep the Program Leads dashboard / CRM organized and up to date
  • Send Rejection or Redirect emails to applicants that are not accepted
  • Maintain the “Program: Clients” dashboard / CRM, keeping all client data up to date and organized.
  • Responsible for onboarding new clients and providing a smooth, supportive, and high-touch onboarding experience.
  • Manage and support existing clients by answering their questions, resolving their issues, building a relationship with them, and delighting them.
  • Provide a high-touch coaching experience for clients in our high ticket programs by becoming an expert in our strategies, attendly all weekly live coaching calls, tracking their progress, providing strategic feedback, and checking in with them. 
  • Managing changes and updates to the existing Program itself and managing adding new content and modules to the Program
  • Make sure that all SOPs related to the Program, coaching strategies and best practices are up to date
  • Responsible for updating Facebook response library in AirTable
  • Co-hosting coaching calls, creating the “Call” documents and timestamping, then uploading the replay for clients. 
  • Host Critique Calls for the program and provide expert feedback and advice to clients.
  • Improve client retention by reviewing client experience and satisfaction, tracking when clients are eligible to move into a new program, and developing strategies for client retention.
  • Responsible for managing the renewal process for clients continuing on inside the program / OR off-boarding clients in a timely manner and providing a smooth and positive experience.
  • Provide live event support to our team and attendees by assisting in the planning, organization, execution, and facilitation of live events.

What does success look like? 

  • Research and stay up to date on the latest strategies we teach to our clients. 
  • Onboard new clients into our programs smoothly and quickly.
  • Respond to client questions within 1 business day.
  • Have an extreme awareness of who each client is, where they are in the program, when they’re behind schedule, how they’re feeling, and anything else that would help us serve them better.
  • Develop a personal relationship with existing clients so they feel exceptionally cared for and tell us they trust you and what you bring to the program and calls.
  • Learn all of our programs, lessons, strategies, policies, and decision-making process so you can give expert feedback and support.
  • Create and Maintain a Coaching Training Manual by systemizing and document the coaching process to make it easier when we hire additional coaches.
  • Grow your expertise in our programs, industry, marketing strategies, and client success strategies by spending at least 1 hour per week on personal development.

Requirements 

  • Excellent at figuring shit out or coming up with a proposed solution or system to solve the problem after you’ve Google’d, YouTube’d, checked the knowledge base, etc.
  • Highly organized, detail-oriented, and loves to develop new systems and processes. 
  • Excellent at managing ongoing conversations with multiple people at once.
  • Has high emotional intelligence and is able to listen to, support, and encourage others. 
  • Takes direction well and enjoys being part of a team. 
  • Independent, self-starter who executes tasks on time, every time. 
  • Strong communication skills and willingness to take constructive feedback. 
  • Loyal, hardworking, and comfortable in a fast paced small-business environment where priorities can change quickly.
  • Able to travel to live events for our company, Programs, and Team (at least 4 times per year, when possible).
  • Available to attend daily, weekly, and monthly Team meetings.
  • Available to work Monday through Friday from 10 AM to 5 PM Pacific Time.
  • Want to work from home in your pajamas with an amazing company with a huge mission!

This job description is not all-inclusive and certain activities, duties, or responsibilities may be required of the employee as needed.

Application Instructions

We will likely get 50+ resumes for this role and we just don’t have time to interview every candidate, so make this stand out if you want a job that will change the trajectory of your life!

  1. Fill out our AirTable Application Form. Attach your resume with minimum compensation requirements. This position is starts at an hourly rate, is part-time (15-20 hours per week), with a 90 day probationary period as an independent contractor.
  2. Include a link to a video on why you are the best person for this job. The video is optional, but highly recommended.