Description:

Job Title: Customer Success Manager

Location: Remote

Terms: Full-time

Company:

The Company empowers creators and coaches by providing the online tools they need to grow their knowledge-based businesses. It is looking for a highly adaptable and strategic Customer Success Manager to join the team. In this role, you won't just be answering queries; you will be building the systems that help our coaches thrive on the platform while optimizing our internal operations.

Role Overview:

As a Customer Success Manager, you will be a senior point of contact for our coaches, adept at handling complex situations, de-escalating issues, and going deep to understand the root cause of their problems. Beyond direct communication, a massive part of this role involves "Tool Prowess"the ability to quickly evaluate, adopt, and implement various software and AI tools to build better systems and democratize processes from the bottom up. Your goal is to eventually take high-level ownership of the Customer Success function.

Note

- As a high-growth startup, the work hours usually overspill beyond the official hours and sometimes even during weekends. New opportunities and unstructured challenges keep coming up. We are looking for a "doer" who can move with speed, push boundaries, and deliver consistently. This role is not suitable for the easy-going; it is apt for those who thrive in fast-paced, demanding environments.

Key Responsibilities:

- Strategic Communication & De-escalation: Act as a senior point of contact for coaches, navigating complex issues, understanding the actual problem behind surface-level queries, and executing effective de-escalation strategies.

- System Building & Tool Adoption: Constantly evaluate and implement new SaaS and AI tools to automate workflows, improve team efficiency, and build scalable customer success systems.

- Consultative Support: Go beyond basic platform troubleshooting to advise coaches on broader growth strategies, including how to best utilize social media and external channels alongside the core product

- Lifecycle Management: Build strong relationships with coaches to ensure long-term retention, overcoming the monotony of standard account management with creative, proactive solutions.

- Cross-Functional Collaboration: Translate coach feedback into actionable data for internal teams (Product, Marketing, and Sales) to continuously enhance the user experience.

Qualifications:

- Experience: 3 to 5 years of experience in Customer Success or Account Management, ideally within SaaS, EdTech, or working directly with creators/influencers.

- Tool Prowess: You don't need to know how to code, but you must have a high affinity for technology. You should be comfortable exploring, testing, and implementing 3rd-party software and AI tools to solve business bottlenecks.

- Exceptional Problem Solving: A proven ability to look at existing systems, identify gaps, and execute improvements autonomously.

- Resilience & Empathy: Strong emotional intelligence to handle repetitive queries and high-stress escalations with patience and a customer-centric approach.

- Startup DNA: Comfortable in an unstructured environment where you are expected to take initiative rather than wait for top-down instructions.

What We Offer:

- Opportunity to work with a passionate, dynamic team at a high-growth startup.

- A clear pathway to take on significant leadership responsibilities as the company scales.

- Competitive salary, ESOPs, and performance-based benefits.

- A supportive environment where your operational experiments, input, and feedback are highly valued.