Customer Success Manager - 21525

Customer Success Manager (YouTube Creator Program)
About the Company
Our client operates an elite, high-ticket coaching and accelerator program designed specifically for full-time YouTubers, digital creators, and media entrepreneurs. By pairing strategic channel strategy with business model execution—including courses, community building, and high-ticket offers—the program helps digital creators scale their audience, optimize channel monetization, and build sustainable online businesses.
To support rapid community growth and free up lead coaching capacity for strategic expansion, the organization is seeking a dedicated, revenue-driven Customer Success Manager to take complete ownership of client success, weekly accountability, retention, and account growth.
Role Overview
We are seeking a proactive, creator-obsessed Customer Success Manager to manage end-to-end client success across a portfolio of 55+ active YouTubers and content creators.
In this role, you will act as the operational spine and primary accountability coach for clients throughout their 6-month program journey. You will lead client onboarding, run structured weekly/bi-weekly accountability check-ins, track creator progress against channel metrics, and ensure high engagement. Positioned as a revenue-driving partner rather than a traditional support function, you will actively own client retention, renewal execution, high-tier coaching upsells, referral generation, and past-client reactivation.
The ideal candidate is an engaging, results-oriented success manager with 2–5 years of experience, a deep understanding of the YouTube content ecosystem and creator business models, and a passion for helping creators win.
Key Responsibilities
Client Journey & Accountability Coaching

• Lead comprehensive onboarding workflows for incoming creator clients, setting expectations, account frameworks, and milestone goals.
• Manage the structured 6-month client journey (weekly calls for Month 1 → bi-weekly calls for Months 2–3 → monthly calls for Months 4–6).
• Hold 55+ creator clients accountable to their weekly video publishing schedules, audience growth goals, and monetization targets.
• Conduct regular performance check-ins, reviewing channel analytics, content execution, and business model progress.
• Identify client bottlenecks, channel blockers, or declining engagement early, providing proactive support to keep creators on track.

Revenue Generation, Retention & Account Growth

• Own account retention and renewal strategies to maximize long-term client lifetime value (LTV).
• Identify high-performing clients ready for advanced growth and execute upsells into higher-tier 1-on-1 coaching packages.
• Build a structured client referral system, encouraging satisfied creators to introduce new members to the program.
• Design and execute re-engagement campaigns to reactivate past alumni and past program graduates.
• Monitor client health scores and program sentiment to eliminate churn risks before renewal dates.

Community & Program Operations

• Maintain active engagement and support inside the private client community channels.
• Track client progress, call notes, channel milestones, and account health data systematically within the CRM.
• Gather client testimonials, video reviews, and case studies to support marketing and sales efforts.
• Collaborate directly with the founder and head coaches to refine curriculum, resources, and client delivery.

Required Qualifications

• 2–5 years of professional experience in customer success, account management, creator coaching, client operations, or high-ticket program management.
• Deep domain knowledge of the YouTube ecosystem, including content strategy, thumbnail/title mechanics, retention metrics, and creator monetization (courses, coaching, communities, sponsorships).
• Strong understanding of online business models utilized by creators and digital entrepreneurs (high-ticket coaching, digital products, memberships).
• Proven track record in a revenue-driving CS role—managing renewals, driving upsells, and generating client referrals.
• Exceptional written and verbal English communication skills with high energy, emotional intelligence, and natural coaching ability.
• Strong organizational skills with the ability to manage accountability cadences for 55+ clients simultaneously.
• Self-motivated and comfortable operating independently in a fast-paced, remote environment.
• Reliable high-speed internet connection, high-quality webcam/microphone setup, and a dedicated workspace.
• Availability to work full-time hours, Monday–Friday, 9:00 AM–6:00 PM GMT.

Preferred Qualifications

• Previous experience as a YouTube creator, channel manager, video strategist, or editor.
• Experience working inside a high-ticket coaching, mastermind, or online cohort community.
• Practical experience using modern CRM tools, community platforms (Skool, Circle, Discord), and video conferencing software.
• Familiarity with AI research and writing tools (ChatGPT, Claude) to streamline client communications and resource creation.

Technology & Tools
Candidates should be proficient with or capable of quickly mastering:

• Client Community Platforms (Skool, Circle, Discord)
• CRM & Client Health Tracking Software
• Video Conferencing Platforms (Zoom, Loom)
• YouTube Analytics & Channel Tools
• Google Workspace (Docs, Sheets, Slides)
• Team Communication (Slack, WhatsApp)

Role Details

• Job Title: Customer Success Manager
• Experience: 2–5 years
• Employment Type: Full-Time
• Schedule: Monday–Friday
• Hours: 9:00 AM–6:00 PM GMT
• Work Arrangement: Fully Remote
• Primary Focus: Client onboarding, weekly creator accountability calls, 6-month journey management, retention, upsells, referrals, and alumni reactivation

What This Role Offers

• Direct partnership with a leading YouTube coach, shaping the success of 55+ growing creators.
• High-impact, revenue-driving responsibility with direct exposure to creator business models.
• Creative, fast-paced remote work environment centered on the evolving digital media ecosystem.
• A stable full-time position working consistent GMT business hours.

Ideal Candidate Profile
The ideal candidate is a high-energy, creator-savvy success partner who genuinely loves the YouTube world and understands how creator businesses work.
They do not just check boxes—they know how to review a creator's channel, ask the right questions about their content output, and hold them accountable when they fall behind. They build authentic, trusted relationships with clients, celebrate their wins, and confidently identify when a creator is ready to upgrade to higher-level coaching or refer a peer.
Most importantly, they take complete ownership of the client base—driving retention, keeping engagement high, and helping creators scale their businesses every single week.
Success Metrics
Success in this role will be measured by:

• Client retention and program renewal rates across the assigned creator base.
• Total revenue generated from coaching package upsells and tier upgrades.
• Volume of new client referrals generated from active community members.
• Reactivation rate of past program graduates and alumni.
• Client satisfaction, engagement levels, and milestone achievement across the 6-month journey.
• Accuracy and consistency of weekly call logs, accountability records, and health tracking inside the CRM.