Customer Success Lead

Location: Remote

Company

Digital services organization delivering client programs with support from sales, project management, and coaching functions.

What you will do

• Lead the resolution of client escalations and disputes by understanding the full situation, recommending solutions, and communicating with empathy.
• Monitor client sentiment weekly and proactively address concerns before they become larger issues.
• Conduct onboarding calls for every new client and explain the program, expectations, and available resources.
• Check in with clients at the midpoint and end of the program to review progress and discuss next steps.
• Coordinate with sales, project managers, and coaches to ensure client issues and follow-ups are handled.

Requirements

• Experience in customer success, account management, or client services.
• Calm, warm, and confident communication during difficult conversations.
• Clear writing, strong listening skills, and sound judgment.
• Strong organization and comfort working with Slack and Asana.

Nice to have

• Experience in e-commerce or influencer marketing.

Culture & Benefits

• Remote work format.
• Structured onboarding covering the program and client workflows.
• Shadowing experienced team members before independently leading escalations.