We are looking for a full-time Client Success Manager (CSM) to join our Mastermind division. The CSM is dedicated to maximizing contract renewal rates, minimizing churn, and elevating member satisfaction through proactive management, effective onboarding, and strategic engagement initiatives. This role involves building strong member relationships, tracking performance metrics, and identifying growth opportunities to ensure members fully engage with and benefit from their participation. By fostering member success and growth, the CSM helps members achieve their goals and encourages advancement within the program. The role requires close collaboration across teams to refine processes and deliver an exceptional member experience that aligns with the company’s values and goals.
This Person Must Have:
- Proven experience in customer success or client management, ideally within a membership or community-based environment.
- Strong communication skills with a focus on building meaningful member relationships.
- Ability to analyze and report on key metrics, with a proactive approach to improving member engagement.
- Experience working cross-functionally and contributing to process improvements.
Key Responsibilities
- Manage a portfolio of 100+ members, providing personalized support to ensure their success within the community.
- Engage regularly with members to understand their needs, challenges, and goals, conducting quarterly business reviews to drive full program engagement.
- Support Program Manager-led onboarding for new members, ensuring a smooth integration into the community.
- Oversee offboarding and cancellations, collecting feedback and documenting processes.
- Proactively monitor and manage member satisfaction to minimize churn, following a retention playbook to engage high-risk members with personalized quarterly check-ins and additional support.
- Execute a 120-day renewal process to ensure member satisfaction ahead of renewal decisions.
- Track member engagement, including event attendance, content interaction, dashboard use, and other participation metrics.
- Prepare regular reports on engagement, churn, and key metrics for management and quarterly business review (QBR) meetings.
- Identify upsell opportunities within the membership base, including additional services, software, and premium memberships.
- Collaborate with the sales team to implement upsell strategies and drive member investment.
- Inform members about upcoming events and encourage participation, providing support during events to maximize member value and engagement.
- Follow procedures for tracking member achievements and milestones.
- Collect recommendations from accountability group coaches on members suited for ascension and report these to Program Managers.
- Act as a liaison between members and internal teams, sharing insights and feedback from the community to support continuous improvement.
- Continuously enhance CSM processes, including onboarding, engagement tracking, and member support.
- Contribute to the development of a standardized CSM playbook for consistent delivery of member support and success strategies.
This role is ideal for someone passionate about helping members succeed and committed to enhancing their experience. If you're ready to take on the challenge and drive member growth, apply now!
