Customer Success Lead

You make sure our clients feel looked after from their first day to their last. You welcome them in, stay close to how they are doing, and step in when something needs fixing. Turning a frustrated client into a happy one is the best part of this job.

• →Resolve client escalations and disputes. This is the heart of the role. When a client is unhappy, you take the lead. You get the full picture, recommend solutions, and talk the client through it with empathy.
• →Catch concerns early. You keep a weekly pulse on every client and reach out when someone seems stuck or frustrated, before it grows.
• →Welcome new clients. You run the onboarding call for every new client, so they know what to expect and where to find everything.
• →Help clients grow with us. You check in at the midpoint and the end of the program to celebrate progress and talk about what comes next.
• →Keep the team in the loop. You work closely with sales, project managers, and coaches so nothing falls through the cracks.

• Experience in customer success, account management, or client services.
• Calm, warm, and confident when a conversation gets difficult.
• Clear writing and good listening.
• Good judgment on when to step in and who to bring in.
• Organized and comfortable in Slack and Asana.
• E-commerce or influencer marketing experience is a plus.

You start with onboarding calls and weekly client check-ins. You learn the program first and shadow experienced team members before leading any escalation on your own.