Our client is widely recognized as a leading world authority on effective personal transformation and one of the most respected and sought-after personal coaches and mentors in the world today. His ability to understand people at a profoundly deep level and identify and quickly shift both hidden and unconscious patterns of limiting behaviour have made him the go-to choice for lasting change. Through his global public seminars he has helped tens of thousands of people transform their lives, their health, their relationships and their businesses. 

We are a remote, global, entrepreneurial team and this is your chance to join a fantastic group of highly conscious, dependable and ambitious people. We are a data-driven, customer-focused business that places a great deal of emphasis on the happiness and satisfaction of our customers. 

We have an exciting opportunity for a highly motivated and experienced Client Success Director to join our team. As the Client Success Director, you will play a pivotal role in ensuring the satisfaction and success of our clients. Your primary responsibility will be to build and maintain strong relationships with our clients, resulting in raving fans who are wowed by our service. You will also focus on maximizing client retention, driving referrals, fostering customer advocacy, enhancing the overall customer experience, and measuring the fulfillment of our product promise through data collection and analysis.

Key Responsibilities and Scope

• Client Relationship Management and Raving Fans

• Build and nurture strong relationships with existing clients, acting as their main point of contact.
• Wow clients with exceptional service, going above and beyond their expectations to create raving fans.
• Proactively communicate with clients to ensure a high level of satisfaction and identify areas for improvement.
• Collaborate with clients to identify opportunities for growth and upsell relevant products or services.

• Client Success Strategy and Retention

• Develop and implement client success strategies aligned with the company's goals and values.
• Track and measure client retention rates, implementing initiatives to improve retention and reduce churn.
• Work closely with clients to understand their needs and provide solutions that result in long-term partnerships.
• Foster strong client relationships that lead to organic referrals and positive word-of-mouth marketing.

• Customer Advocacy and Experience

• Encourage and facilitate customer advocacy by engaging with clients to understand their success stories and leveraging them for testimonials, case studies, and references.
• Continuously improve the customer experience by gathering feedback, analyzing data, and implementing enhancements.
• Collaborate with cross-functional teams to ensure a seamless and delightful customer journey across all touchpoints.
• Review and upgrade the tech stack to enhance operational efficiency and improve the customer experience.

• Measurement of Product Promise and Data Collection

• Define and implement methods to measure the fulfillment of our product promise to clients.
• Collect and analyze relevant data to evaluate client satisfaction, success metrics, and overall performance.
• Utilize data and insights to make informed decisions, drive improvements, and optimize client success strategies.
• Establish and maintain a comprehensive data collection system to track and report on client-related metrics.

• Reliable Feedback Loops and Automation

• Provide reliable and effective feedback loops to cross-functional teams, sharing insights from client interactions to improve products, processes, and services.
• Collaborate with internal teams to automate the product delivery process, ensuring efficiency and timely service.
• Implement automation tools and systems to streamline operations, reduce manual tasks, and enhance the overall client experience.

• Redesigning the End-to-End Customer Experience

• Assess the end-to-end customer experience and identify areas for improvement.
• Work closely with internal teams to redesign processes, workflows, and touchpoints to enhance customer satisfaction.
• Collaborate with design and development teams to implement customer-centric improvements and innovations.

This is a full-time, freelance position with competitive salary and bonus structure. If you are a driven individual who is passionate about creating raving fans, driving retention and referrals, fostering customer advocacy, enhancing the customer experience, leveraging data to measure product promise, reviewing and upgrading the tech stack, providing reliable feedback loops, automating product delivery, and redesigning the end-to-end customer experience, we would love to hear from you.