Senior Client Success Specialist

Who We Are:
Foundr is an industry-leading EdTech company helping today’s founders build tomorrow’s leading businesses through our courses, content, and community. We work with the most successful entrepreneurs alive, distilling their proven frameworks into actionable advice for the millions around the world who interact with our content each week.
Job Description:
The Senior Client Success Specialist is a strategic and supportive partner for our coaching students at every stage of their entrepreneurial journey. In this senior role, you will focus on building loyalty to ensure long-term student retention by presenting product information, addressing customer issues, and helping the sales team with upsells and renewals. You will also be responsible for onboarding new coaching students, providing support when necessary to help students get the maximum value out of our products, and in turn, reduce churn rates.
Who You Are:
• Proactive, solution-oriented, organized, and willing to go above and beyond to deliver outstanding results.
• Excellent command of English (US/UK/AU accent) with strong communication skills.
• Comfortable with video/camera.
• Expertise in project management and stakeholder management with an emphasis on being organized.
• Strong knowledge of digital marketing and customer experience. Sales and eCommerce are a major plus and will be prioritized.
• Have experience managing a team before.
• Customer-focused mindset and a passion for helping others succeed.
• Comfortable working in a fast-paced environment and collaborating with multiple stakeholders across multiple time zones.
• Ability to write and communicate clearly while adhering to established brand guidelines across multiple platforms.
• Strong sense of ownership, process, and initiative.
• Highly motivated with the ability to self-manage, hit deadlines, and clearly communicate progress or blockers in a project management tool.
• Familiarity with eCommerce platforms (Shopify, WooCommerce, etc.) and project management tools (Asana, Trello, etc.) is a plus.
• Kind, friendly, and eagerly welcomes feedback.
• The ideal candidate will have a passion for entrepreneurs and helping them succeed.
What The Job Involves:
• Host daily student orientation calls (for single programs, Foundr+, and other products) and ascend students to the coaching programs via success calls where relevant.
• Host daily concierge calls with new coaching students and match them with the right coach.
• Work with our coaches to understand their needs and help streamline their workflow for efficiency.
• Facilitate/host eCommerce Coaching live events.
• Source and document coaching student success stories.
• Seek to gain a deep understanding of our students wherever they’re at on their entrepreneurial journey and produce valuable, insightful, and relevant content roadmap.
• Provide in-depth product knowledge and support to clients via phone, online conference calls, or emails.
• Respond to customer inquiries and resolve any issues in a timely and professional manner.
• Develop and maintain a deep understanding of our eCommerce coaching products and services.
• Contribute to the development of training materials and customer support resources.
• Collaborate with the team to identify and prioritize product enhancements and new features.
• Continuously evaluate and improve customer support processes and procedures.
• Participate in ongoing training and professional development opportunities.
Success Metrics:
Coaching program Net Promoter Score (NPS).
Number of successful call bookings resulting in leads sent to our sales team.
Application Process:
Selected candidates will be sent a link to record a video of themselves answering questions from the hiring manager as part of the evaluation process.