Director of Client Success

Job Summary

Leading a team of 8-10+ Customer Success Managers, the full-time Director of Client Success will enhance client outcomes, maximize lifetime value, and provide hands-on mentorship in a remote setting, requiring availability during EST business hours.

Key Responsibilities

• Lead and coach a team of CSMs on onboarding, accountability, and renewal calls
• Step into refund and chargeback situations to retain clients and protect revenue
• Monitor KPIs around retention, upgrades, renewals, and collections

Required Qualifications

• Proven experience leading customer success teams in online education, coaching, or digital marketing
• Strong track record in objection handling and save calls
• Hands-on experience preventing refunds and chargebacks
• Excellent communication and leadership skills
• Experience with tools such as Loom, Slack, Zapier, and CRMs