Customer Success Manager (FRENCH AND ENGLISH SPEAKING)

Role title: Customer Success Manager

NOTE: YOU MUST BE ABLE TO SPEAK ENGLISH AND FRENCH FLUENTLY.

– Overall purpose of the role-

Coordination, overseeing and driving the completion of required activities on the part of attending students in clients businesses, advising and guiding them through successful completion of the programs, courses, and driving up-sells where appropriate.

**Mission**

The Customer Success Manager’s mission is to maximize student retention, lifetime value and reduce churn/refunds and negative reviews by:

– Building genuine relationships with students.
– Ensuring that students complete all courses and material required for success.
– Making sure problems are resolved before they result in a cancellation, churn or refund.
– Making sure ‘silent’ problems are noticed using best-practise churn indicators.
– Ensuring that students complete all required milestones/checkpoints/homework.
– Ensuring that students feel supported and valued throughout their journey.
– Making sure that students **succeed** within the education product.

This will be done by (high level):

1. Developing a perfect understanding of the courses offered within client businesses.
2. Cultivating authentic and supportive relationships with students.
3. Ensuring that all students remain engaged and do not lag or drop out of the programs.
4. Scheduling regular check-in calls with students and holding them accountable.
5. Responding to all private and public student messages promptly and accurately.

**DUTIES AND RESPONSIBILITIES**

**To learn the communities and courses/coaching programs the CSM will:**

– Watch all learning resources and any live calls that are 2 months old.
– Scroll through the forum and chat history and learn how the community flows.
– Attend new live calls with community owners/coaches and take notes of FAQs.

**Daily roles and responsibilities (routine tasks)**

– Respond to inquiries within the education products (DMs, forum posts, chat posts)
– Make multiple posts per day in the education products forums/chats to stimulate activity.
– Encourage students to attend calls, complete the homework & engage in the community.
– Create and update an FAQ document based on common questions.
– Give recommendations for new training content to be added.
– Join the live coaching calls to understand students’ problems better and answer questions more effectively.
– Take detailed notes and post recaps of the weekly live coaching calls in the community, acknowledging students who attended.
– Manually DM 10 new students every day to check-in and request feedback on the programs.
– Take 1-1 video calls with each student (every two weeks, where possible) to consult with them to identify where they are, where they want to be, advise them on where to get started and what to do.
– Review on a daily basis what the students are doing against target and provide critical feedback and encouragement,
– Identify trends in where people are getting stuck and feedback into the coaches where we need to provide support.
– Report on key learning analytics to the stakeholders (ProEd seniors, client business coaches, etc).

GENERAL INPUTS

– Respond to student messages (both private and public) promptly.
– Provide thorough answers to student questions and see their problems to the end (to make sure they’re not blocked and getting in their own way).
– Ensure students are completing any required actions for specific education businesses.
– Attend every client coaching call and take notes of students’ problems. Compile them in the FAQs spreadsheet hosted on Notion.
– Provide suggestions on how to improve content every week via a doc with most common student problems and suggested content to unblock.

**GENERAL KPI’S/OUTPUTS**

– **Progress of students through courses**: Improved customer activation leads to higher engagement, increased product usage and ultimately lower churn.
– **Increase % of upsells and renewals:** Increase the percentage of upsells and renewals from existing clients, through dedicated account management, regular check-ins, and ensuring client satisfaction and success with our product/service, upsells and renewals are key indicators of customer satisfaction,
– **Decrease refunds:** Eliminate potential refund and guarantee money back requests through exceptional customer service and results through dedicated account management, regular check-ins, and ensuring client satisfaction and success with our product/service. Refunds and money back guarantee requests are key indicators of customer satisfaction.