Be a part of the growing Full & Free™ Team as our Customer Success Manager!
We are looking for a fun, detailed oriented, compassionate and driven individual to join the Full & Free™ team! Training will be provided for the role, as it's our goal to find the right person with the right drive, attitude and character who believes in our mission of helping millions of women worldwide find their healthiest selves.
ROLE DESCRIPTION
The Customer Success Manager primary responsibility is supporting and encouraging our customers in their journey inside of by offering guidance, compassion, and encouragement. The ideal candidate will be passionate about engaging with people and supporting others every day. They are energized, not drained, by interacting with others online.
The Customer Success Manager role is a part-time virtual position, with the ability to grow with the company in both role,payment and hours. The Customer Success Manager is the bridge between our team and our community of students and potential students. They are responsible for helping our students make massive progress within our programs by connecting them to the right resources and people. Although the Customer Success Manager plays an active role within our communities, she also serves behind-the-scenes to help implement the efforts of the community team and member retention.
AREAS OF RESPONSIBILITY:
• Client Communication: Respond to client emails and questions in a timely, thorough, and warm manner that reflects the Full & Free™ brand and drives positive client sentiment.
• Coaching Call Preparation: Prep coaches for weekly coaching calls, including gathering client updates, performance data, and key discussion points.
• Email Marketing Execution: Build, manage, and optimize email marketing automations and blasts in Kit that are sent to clients, including renewal sequences, announcements, and engagement campaigns.
• Client Engagement: Attend coaching calls to stay connected to the client experience, identify trends, and ideate ways to up-level client success touchpoints.
• Client Health Tracking: Maintain a simple green/yellow/red health score for clients based on activity, engagement, and results to help support clients in the most impactful way possible.
• Onboarding Support: Assist with client onboarding tasks to ensure new clients are activated and set up for success within their first 30 days.
• Feedback & Insights: Build out the member journey to ensure successful results and engagement throughout the program, collect and organize client feedback.
• Process Improvement: Continuously look for ways to improve systems, templates, and workflows that enhance the client experience.
• Cross-Functional Support: Collaborate with team members through project management and support during live launches.
Specific Success Criteria / Outcomes:
The Customer Success Manager helps support the following key metrics:
• Email Response Time: 90% of client emails responded to within 24 business hours; 100% within 2 business days.
• Client Satisfaction (NPS Impact): Maintain a client satisfaction rating of 4.5+ stars on interactions tied to this role, contributing to a team NPS goal of 45+.
• Coaching Call Prep Completion: 100% of coaching calls prepped and materials delivered to coaches at least 12 hours in advance.
• Client Communication Systems: Build and maintain client-facing emails and automations in all systems.
• Project Delivery: Complete assigned projects and improvement initiatives on time and to the standard set by CEO.
• Member Engagement: tracking and analyzing membership retention rate, refund rate, community engagement and customer success measured through surveys and story collection
Functional Skills:
• Clear and effective oral and written communication with good grammar which ensures great communication with customers and team.
• Extremely detailed-oriented as this role is a two-way communication channel with our members
• Tech savvy to adapt to new tools required for this role and discover new tools that could improve processes and customer experience.
• Time management to prevent overwhelm and ensure your physical, emotional, relational, and spiritual health is not neglected.
• Prioritization of tasks and projects to ensure on time completion as this role is responsible for the implementation of multiple deadline-oriented projects that often overlap.
• Process-driven thinking as you implement and improve existing processes and create new ones to improve efficiency and consistency of customer experience.
Leadership and Execution Behaviors for this Role:
• Emotional Intelligence - This role will encounter challenging situations and even conflict within the communities and even the team. This requires thoughtful and emotionally stable responses.
• Supportive - Motivate and empower students to own their results and keep moving forward
• Compassion - Lead with a balance of compassion and understanding that creates a safe environment for people to express their wins and failures. You’ll need lots of patience.
• Resourceful - Not afraid to attempt to figure out processes on your own rather than waiting for an answer.
• Innovative - Ability to think outside the box and not be afraid to come up with new ideas and strategies
• Decisiveness - Sometimes decisions need to be made quickly to achieve desired results.
• Solution Focused - Staying positive when faced with challenges and conflict. Seeking solutions instead of freezing or complaining.
• Coachable - Excited to learn new platforms, strategies, skills, and ways to do things.
• Team-Oriented - Ready to work together to achieve team goals and leverage team resources through delegation where possible. Willing to perform both mundane administrative tasks and high-level projects.
Prior Work Experience and Education Required:
You are a strong written communicator with the ability to manage multiple priorities, work proactively, and genuinely love helping others.
About Full & Free™
We are an online program through Kelly Lyons of Kelly Lyons Coaching, based in the US and help thousands of women worldwide. We help women stop binge eating and overeating so they can be in control around food and live their healthiest life. We live and breathe our core values of integrity, inclusion and compassion.
We have thousands of women in our programs and are growing by the day, and our main goal is to help women feel seen, heard and understood, so they have a safe space to achieve their goals.
customer success manager
Role Type: Part Time Remote (US Based)
Hours: Max 10 hours/week (with room to grow)
Compensation: $30/hour plus annual bonuses (with room to grow based on performance)