Client Success Manager

Client Success · VIRTUAL, Ontario
Department Client Success
Employment Type Full-Time
Minimum Experience Experienced

We believe that the Client Success Manager is the unsung hero in a company's success...


Yes, sales and marketing are important. And yes, it's important to create and deliver a world-class product/service. But at the end of the day, what matters most if our clients' success.


We also understand that it costs significantly more to acquire a new client than it does to retain (and resell) an existing one. Our goal is to continue to create a community that is so tightly-knit and supportive that our clients never want to leave. 


And it's for these reasons that, in a high-touch coaching business like ours, we appreciate the value that an amazing Client Success Manager brings to the table. And that is why we are looking for our next "rockstar" Client Success Manager who lives and breathes client success within the context of a business coaching environment.


We are Healthpreneur®, the leading coaching and training company for driven health & fitness professionals who want to fill and scale their virtual practices (aka. coaching businesses) without their business solely relying on them. We help them improve their marketing and sales with simple and predictable processes that help them bring in more clients and help them achieve life-transforming results.


At Healthpreneur®, you are NOT accepting a “job”. Jobs are lame and boring. You’re accepting something so much more. You’re accepting to join us in our mission to empower thousands of health professionals and build one of the most desirable companies to work for. 


We are a MERITOCRACY that rewards the value you add to our company’s growth and our clients’ success. Likewise, our goal is to add value to you as a person. You will be given the opportunity to grow within our company.


Working with us, you will help us set a new standard of excellence and delivery in our industry – every single thing you do on our team brings us closer to that goal. Work, we believe, needs to be fun, challenging and something that makes you so excited that you jump out of bed each morning.


OUR TEAM & CULTURE:


We are a virtual company with 20+ team members from coast to coast within Canada and the USA and as far as Australia, Europe, and the Philippines. Our founder and CEO, Yuri Elkaim, is located in Toronto, Canada. Our team members are all driven by their shared desire for impact, excellence, and continuous growth. 


We don’t have ping pong tables, funky sofas, or even a physical office. Our culture is based on the premise “Be Great. Do Great” - regardless of location.  Since our team is virtual, it’s about how we show up day after day, how we behave and treat one another in and outside of work.


Before we even look at the position itself, working with us requires that you are:


  • Smart, can think for yourself, and connect the dots
  • Great problem solvers
  • Relentless
  • Obsessed with growth
  • Driven to be and do their best
  • Innovative
  • Highly Experienced
  • Curious
  • A Self-Starter who does what’s needed to get done and who is held accountable to specifically defined targets.


We live and breathe the following 4 core values: 


Obsessed with Excellence

How we do anything is how we do everything. Therefore, we always do our best.


Committed to Growth

The company's growth is preceded by our personal growth. Thus, we either grow or we go.


We Practice What We Preach

We believe in teaching only what we've personally mastered. Thus, we walk our talk. Our process eventually becomes our product.


Our Clients Are Our North Star

We don’t focus on arbitrary awards, accolades, or our competition. We only care about being #1 in our clients’ hearts. 


If you fit the bill so far and this sounds like a company you'd like to be part of, then keep reading...



ROLE - Client Success Manager


As a Client Success Manager, your role is to help our clients win fast, win big, and ensure they renew or ascend to our next level coaching program. We help health professionals grow their coaching businesses online, therefore previous experience in digital/coaching business and marketing is a big plus. 


Your measure of success is that our clients are moving forward with clarity and speed, enrolling more clients, earning more money in their business, and ultimately renewing with us for continued support and coaching to take their coaching business to the next level. You would likely be overseeing/managing about 75-100 clients. 



RESPONSIBILITIES


Have 40 hours per week available for the following tasks:


  • Conduct onboarding calls with new clients and ensuring they are 100% clear on how to get started and what to focus on to get fast wins.


  • Be “in their corner” throughout the client’s 12-month journey so they know you are here to support when needed.


  • Set goals with the client and keep them accountable to staying on track.


  • Conduct 10-minute “progress calls” with clients for accountability and strategic direction (1-2 per month for the first 60-90 days).


  • Update our CRM (ontraport) with any client notes so we always know how client’s are progressing and if/where they are stuck.


  • Oversee and coordinate our client performance pods (small groups of 6-8 clients) to help our clients stay accountable to each other.


  • Conduct renewal conversation calls toward the end of each client’s 12-month contract.


  • Send personalized cards and gifts to clients when needed.


  • Study relevant materials inside Online Portal to have an excellent understanding of our HBA coaching program so you know what our clients are working through and can them direct to the appropriate training or resource when needed.


  • Attend calls hosted by other team members to study our business strategy and ensure that as a team member, you are communicating a consistent message to our clients.


  • Study Healthpreneur® Brand Identity document and related Company Culture documents to be 100% clear on the company vision, core values, ideal clients, important processes, and overall business model.


  • Provide Director of Operations with a weekly report about the overall status of clients and their progress. Post a summary update in our Slack channel with the same information so the rest of the team has a pulse of how everyone is doing.


  • Create client engagement Facebook posts (inside of our client Facebook group) to celebrate client wins and acknowledge those who demonstrate the values we look for in great clients.


  • Maintain open communication with other coaches to be aware of what each client is working on and having success or challenges with.


  • The secret code is hp2021


  • Engage in Health Business Accelerator™ (HBA) workshop Facebook group (respond to comments, encourage others, post helpful and accountability based posts) to help clients through sticking points related to workshop material and/or mindset, self-belief, and staying the course.


  • Attend Weekly Sync (team meeting), Weekly Pod, and Bi-monthly 1-on-1 meetings. 



RESULTS


  • You ensure that 90%+ of our clients are “green” (using our traffic light system), meaning that they know what they are working on, are moving forward, and engaged in the group (ie. attending calls, posting in the Facebook group).


  • Help our clients move forward quickly so they can launch their Perfect Client Pipeline in less than 60 days and, once they do, help them stay on track to scale so they can add at least $10k/month to their business within 6 months or sooner (from starting).


  • Keep our monthly churn under 3%.


  • Improve expansion revenue and client lifetime value by ensuring that at least 90% of our clients renew (after 12 months) or ascend to our higher level mastermind.


  • Ensure that all clients are up to date with their payments and any conversations about “early exit” (without fulfilling full contract value) are handled with tact so that clients recommit (instead of wanting to bail).



REQUIREMENTS


  • English 1st language and based in North America.
  • 2+ years experience in client success and/or high-touch customer service.
  • Previous experience in business, marketing, and/or sales. Experience in hospitality is a plus.
  • You are compassionate and a great listener and also have the ability to challenge clients to a higher standard and ensure they move forward in spite of fear (or themselves).
  • You are consistent and show up for clients in a way that they can trust.
  • You care about helping people succeed.
  • You believe that the best love is tough love and that by letting people go you let them down. Knowing this, you are comfortable having difficult conversations to hold clients to a higher standard than they might have for themselves.
  • You are positive, optimistic, and can help people feel the same way.
  • You are very well organized and can handle a hefty client load.
  • You are a great people person but you also enjoy working with data to inform decisions and ensure we hit our targets..and our clients hit theirs.
  • You are great at setting goals and keeping yourself (and others) accountable to them
  • You are good with technology and very proficient using email (Gmail, GSuite) and keeping track of client conversations.



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About Healthpreneur®

Healthpreneur® is the industry-leading coaching and training company for health professionals and coaches who want to get more clients and scale their businesses online.


The company was founded in 2015 and is led by Yuri Elkaim - a NYT bestselling author, sought-after speaker and business coach, and CEO of a previous multiple 7-figure online health business that he started in 2006.


Our mission is to transform the health and lives of 1 BILLION people on the planet by 2040 by helping health experts build better businesses and become more impactful within their respective markets.


Learn more at https://healthpreneurgroup.com 

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  • Location
    VIRTUAL, Ontario
  • Department
    Client Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced