Client Success Manager

The Purpose of Your Role
This position is vital to company growth, processes, relationships, and communications. This role will directly support the founder in achieving six-star service to clients. As our Client Success Manager, you will play a crucial role in ensuring the success and satisfaction of our clients. You will be responsible for building and maintaining strong relationships with our clients, providing exceptional support, and driving client growth and retention. This role offers an exciting opportunity to significantly impact our clients’ journey and contribute to the overall success of our business.
The Mindset You Bring
As the successful candidate in this role, you bring the following mindset to all of your work:
You pride yourself in being an effective communicator in group and individual settings and strive to align your messaging to core values.
You possess the ability to remain steady in a changing environment. In fact, you thrive in growth!
You take pride in providing innovative solutions to challenges and initiatives.
You operate with integrity, transparency, and love to succeed and help others do the same.
You are able to receive direction and support the decisions of others.
You are a self-starter with a strong work ethic, take the initiative, feels empowered to take on responsibility, do not wait to be told what to do, and do not need to be micromanaged.
You are a natural leader who wants to be an integral part of building a brand and culture with a growth mindset, shares recognition and encourages and supports others.
You are a strategic and creative problem solver focused on the end goal and finding win-win-win solutions for everyone.
You see challenges and obstacles as opportunities for improvement, growth, and development.
You are interested in and are willing to learn about different aspects of our company: business development, partnerships, leadership, marketing, speaking, coaching, branding, and so much more.
You are positive, resilient, upbeat, kind, and supportive.
You are easy to work with.
You take pride in being exceptionally reliable, honest, and trustworthy.
You operate with integrity, transparency, and discretion.
You work quickly and efficiently without the end product being sloppy or rushed.
You are thorough and pay attention to formatting, grammar, and results that align with being part of a highly visible team.
Your behavior demonstrates open and honest communication for the greater good of all.
You take responsibility for your achievements, growth, and actions and own your mistakes.
You possess an entrepreneurial spirit and help us cultivate an environment that encourages sharing vision and ideas to foster co-creation.
You are an activator and value learning, upskilling, and stepping up.
The Work You’ll Do
Onboard new clients effectively, ensuring a smooth payment experience and transition and setting clear expectations for our coaching services.
Develop and maintain strong relationships with our coaching clients, acting as their primary point of contact and trusted advisor.
Act as a client advocate and project manager within the company, conveying weekly client progress and high-level actionable items and providing feedback and requirements to relevant teams to drive product and service enhancements.
Understand and assess clients’ unique needs, goals, and challenges, and provide tailored recommendations and solutions to drive their success.
Monitor key metrics and indicators of client satisfaction, engagement, and retention, and take proactive measures to enhance client experience and achieve their desired outcomes.
Collaborate closely with our coaching and service providers to align client objectives, ensure consistent service delivery, and provide feedback for continuous improvement.
Regularly communicate with clients to check their progress, address any concerns or issues, and provide ongoing support and guidance so they move through our program to completion effectively and on time.
Create lead magnets for prospective clients and value-added resources for clients participating in our programs.
Identify opportunities for upselling or cross-selling additional coaching services or programs based on the client’s needs and business potential.
Develop and deliver client success materials, including training resources, best practices, and success stories, to help clients maximize the value of our coaching services.
Stay up-to-date with industry trends, market dynamics, competition, and research to provide valuable insights and recommendations to internal stakeholders.
Manage our private client Facebook group to ensure that messages are responded to and to drive group engagement.
Download and save our client’s Zoom recordings so they can access them anytime.
Monitor email boxes and schedule meetings as needed or requested.
Develop processes, procedures, and systems as needed.
Website updates.
Social media management.
The Experience You Bring
The successful candidate possesses experience and proficiency in the following:
Proven experience as a Client Success Manager or similar client-facing role, preferably within the coaching, consulting, or professional services industry.
Exceptional client retention skills, with a demonstrated track record of maintaining long-term client relationships and ensuring their continued success.
Proven record of upselling additional coaching services or programs to existing clients, driving revenue growth, and maximizing client value.
Strong ability to enhance the client experience by identifying opportunities for improvement, implementing effective strategies, and delivering exceptional service.
High conversion rate of referrals from satisfied clients, showcasing the ability to turn clients into enthusiastic advocates and generate new business opportunities.
Excellent interpersonal and communication skills, building rapport, establishing trust, and engaging effectively with clients at various levels.
Strong problem-solving and analytical skills, with the ability to understand complex client needs, identify gaps, and provide strategic solutions.
Results-oriented mindset with a track record of driving client growth, retention, and satisfaction.
Self-motivated and proactive, able to work independently and manage multiple clients and tasks simultaneously.
Effectively and proactively working as part of a team.
Managing multiple priorities that support organisational objectives and growth.
Branding and marketing.
Presenting to individuals and groups face-to-face and via video.
Developing processes and documenting standard operating procedures.
Report, presentation, and report writing.
Event planning.
Social media marketing.
Product development.
Delivering world-class client support.
Proficiency in using client success management software, CRM systems, and other relevant tools to track and manage client interactions and engagements, such as the following web-based systems:
Canva
ChatGPT
CRM Software
GoDaddy
Google Workspace applications and administration

Facebook
Instagram
MailChimp
LinkedIn
LinkTree
Slack
Stripe
Trello
Vimeo
WhatsApp
Wix
Time Reporting Sytems
Zoom
Your Qualifications
Bachelor’s degree in business, marketing, psychology, or a related field. Relevant certifications or training in coaching or client success are a plus.
Our Investment in You
Hourly compensation: Commensurate with experience.
Flexible work schedule that supports self-care
Supervisory Responsibility
Responsible for training, mentoring, supporting, assigning tasks to, and monitoring the work of new virtual assistants.
Work Environment
This position works virtually with teammates in Australia and with clients located in Australia and the US.
Physical Demands
The physical demands described here are representative of those that must be met by a successful candidate to successfully perform the essential functions of this position.
The successful candidate is to communicate clearly and regularly with others. They must be able to manipulate and use all equipment and tools necessary to perform the tasks of this position. Additionally, they must have the ability to rapidly use computer equipment, mobile phones, printers, video and audio equipment, and other general office machines.
Position Type and Expected Hours of Work
This is a contracted part-time position consisting of approximately 10-20 hours of work per week with the potential to grow into more. This position may require evenings and/or weekends to assist with the organisation’s needs. Work occasionally requires more hours per week to perform the essential duties of the position; may require irregular hours to accommodate unforeseen demands outside of regular hours.
Other Duties
Please note that this position description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this position. Essential and marginal position duties, responsibilities, and activities may change at any time with or without notice.
Equal Opportunity Employment
Hello There Pty Ltd and the brands Walk the Talk Coaches and Carly Faragher are dedicated to the principles of equal opportunity in any term, condition, or privilege of engagement. We do not discriminate against applicants, clients, contractors, or anyone else on the basis of race, color, creed, national origin, sex, age, religion, marital status, sexual orientation, gender identity or expression, veteran status, physical or mental disability, or any other status protected by law or by virtual of the equitable and ethical treatment of others.
Please apply by sending a cover letter, CV, and a short video answering the following questions:
Why me?
Why this?
Why now?