Customer Success Manager

Customer Success Manager Part-Time · Remote-friendly 15 to 20 hours per week Overview The Customer Success Manager owns the member and client experience from the moment someone joins Unbroken Business Support Group through every day they remain active. This is not a reactive help-desk role. You are the person who proactively onboards new members and clients, teaches them how the program works, answers their questions before they have to ask twice, and keeps a pulse on whether each person is actually progressing toward the outcome they signed up for. You will manage day-to-day problem-solving inside the program and community, run regular check-ins, and flag risk or opportunity early so members stay engaged, get results, and stick around. This is a part-time role at approximately 15 to 20 hours per week, with the potential to grow into a full-time seat as our member base and done-for-you client roster expand. You will report to the Integrator and work closely with the Visionary, Operations/Delivery, and Sales & Marketing functions to make sure the member journey is consistent from first contact through renewal. Responsibilities Onboarding ›Own the new-member and new-client onboarding process end to end, from welcome to first meaningful milestone ›Walk new members through program structure, community guidelines, tools, and where to find what they need ›Build and maintain onboarding materials, welcome sequences, and orientation resources so onboarding stays consistent as the company grows ›Confirm each new member has a clear next step and a defined path to their first win within their initial weeks in the program Member and Client Support ›Serve as the primary point of contact for member and client questions about the program, community, and services ›Provide day-to-day problem-solving for logistical, technical, or program-navigation issues, resolving what you can directly and escalating what you cannot ›Maintain fast, clear, and empathetic response times across whatever channels members use (community platform, email, direct message) ›Keep an internal knowledge base or FAQ current so answers stay consistent across the team Success Tracking and Proactive Engagement ›Conduct regular check-ins with members and clients to confirm they are progressing and using what is available to them ›Monitor engagement and participation (community activity, webinar and challenge attendance, program milestones) to identify members who are falling behind or at risk of disengaging ›Reach out proactively, not just reactively, when a member goes quiet or misses a milestone, and get them back on track ›Point members toward the right next resource, offer, or person based on where they are in their journey Community and Relationship Management ›Help maintain an active, supportive community environment consistent with UBSG's Core Values ›Facilitate or support community touchpoints (welcome posts, spotlight check-ins, program reminders) that keep members engaged between live events ›Collect and relay member feedback, common questions, and recurring friction points to leadership so the program and processes keep improving Reporting and Collaboration ›Track onboarding completion, response times, engagement, satisfaction, and retention as core measurables, and report them weekly ›Partner with Operations/Delivery to ensure done-for-you clients experience a smooth handoff from sales to onboarding to ongoing delivery ›Partner with Sales & Marketing to relay member success stories and identify members who may be ready for additional offers Required Skills and Experience ›1 to 3+ years of experience in customer success, customer support, client services, account management, or a comparable member-facing role ›Excellent written and verbal communication skills, with the ability to explain processes clearly and warmly ›Strong organizational skills and the ability to manage multiple member relationships and open questions at once without dropping the ball ›Genuine empathy and patience, with a service-first mindset and comfort helping people who are frustrated, confused, or discouraged ›Comfortable working inside community platforms, CRM/help-desk tools, and basic project-management or ticketing systems (training provided on our specific stack) ›Self-directed and able to spot a problem or an at-risk member before being told to ›Alignment with UBSG's Core Values: Service First, Vulnerable & Real, Radical Ownership, Disciplined Execution, and All-In on the Mission Preferred (Nice to Have) ›Experience in coaching, membership, online-community, or online-course businesses ›Familiarity with podcasting, content creation, or the entrepreneurship/coaching space ›Experience building or improving onboarding sequences, FAQs, or knowledge-base content ›Bilingual English/Spanish Hours and Commitment ›15 to 20 hours per week to start, with flexibility on which days and hours as long as coverage lines up with community activity, webinars, and challenge days ›Some availability during live program touchpoints (webinars, challenge days) is expected, since that is when member questions and engagement peak ›Room to grow into a full-time role as the member base, done-for-you roster, and program cadence scale How Success Is Measured ›Onboarding completion rate and time-to-first-milestone for new members and clients ›Response time and resolution time on member and client questions ›Member engagement and program participation rates over time ›Member and client satisfaction (surveys, direct feedback, testimonials) ›Retention and renewal rate among active members and done-for-you clients Compensation and Benefits Compensation and benefits details will be shared with qualified candidates during the interview process.