Client Success Manager

THE MISSION You are the navigator and experience owner. Every client who enrolls in Section 8 Training should feel like they have a clear path, consistent support, and a high-touch experience from day one through completion. You ensure no client falls through the cracks, driving engagement, accountability, and outcomes, while maintaining the systems, communication, and coordination that make that experience seamless. You are not the coach. You are the relationship anchor, progress driver, and operational force behind an exceptional client journey. CORE RESPONSIBILITIES Client Onboarding & Activation - Own the onboarding experience from enrollment through full activation - Ensure clients receive all access, resources, and guidance within 24 hours - Schedule and conduct onboarding calls within 5 business days - Guide clients in understanding how to navigate the program and take next steps Client Relationship & Accountability - Maintain consistent communication with all active clients through check-ins, calls, and messaging - Track each client’s stage, progress, and engagement across the program - Proactively identify disengaged or at-risk clients and re-engage them - Keep clients aligned with milestones and progressing toward outcomes Client Communication & Support - Serve as a primary point of contact for client questions, needs, and support - Respond to inquiries promptly and ensure timely resolution or escalation - Maintain a high-touch, professional, and solutions-oriented client experience - Conduct outreach via email, messaging, and phone when needed Community, Calls & Engagement - Actively engage clients within the Circle community through guidance, encouragement, and recognition - Promote and support participation in Momentum Calls, trainings, and events - Coordinate scheduling for coaching sessions and ensure clients receive appropriate support - Celebrate client milestones, wins, and key progress moments Client Experience & Operations - Maintain accurate, up-to-date client records, notes, and progress tracking within internal systems - Manage scheduling, calendars, and logistics for calls, trainings, and webinars - Support the coordination and preparation of weekly coaching sessions and events - Ensure client support systems (tickets, communication channels) are organized and running efficiently - Assist with client account updates, access adjustments, and approved changes - Insights, Reporting & Team Support - Monitor client engagement, identify trends, and communicate insights to the team - Support tracking of client progress, outcomes, and satisfaction - Collect testimonials, success stories, and client feedback - Collaborate with the Client Success Director, coaches, and internal team to improve the overall client experience KEY PERFORMANCE INDICATORS (KPIs) - Client onboarding completion and speed - Weekly client engagement and check-ins - Client responsiveness and participation - Momentum Call and program engagement rates - Client satisfaction (CSAT) - Client progression toward milestones (offers, deals, completions) - Timeliness and accuracy of client communication and system updates EXPECTATIONS & STANDARDS - You know every active client, their stage, and their last touchpoint - You identify risks before they escalate and take action quickly - You communicate clearly, consistently, and proactively - You create a client experience that feels organized, personal, and high-touch - You maintain clean systems and strong attention to detail - You take ownership of both the relationship and the execution REQUIREMENTS - Strong communication and relationship management skills - Highly organized with strong attention to detail - Ability to manage multiple clients and priorities simultaneously - Proactive, accountable, and solutions-oriented - Comfortable working in a fast-paced, high-performance environment - Experience in client success, account management, or customer experience preferred TOOLS & PLATFORMS CRM (Go High Level / HubSpot or equivalent) Circle Community Zoom Google Workspace ClickUp (or similar project management tools) Zapier, PandaDoc, and related systems ROLE SUMMARY This role sits at the intersection of client relationships and execution. You are responsible not just for how clients feel, but for how smoothly their entire experience runs, from onboarding to communication to progress tracking. Your ability to combine proactive support with strong organization is what ensures clients stay engaged, supported, and moving forward.