IMPACT · 1 month ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$2,000/mo - $2,000/moIMPACT is a company focused on enhancing client satisfaction and revenue growth. The Customer Success Manager is responsible for managing the client journey, ensuring high retention rates, and maximizing lifetime value through strategic support and engagement.
Non ProfitReligion
Responsibilities
Own the full 6-month client lifecycle for ~100 clients
Drive client success, retention, and backend revenue growth
Act as the interim CSM while we test and refine the role
Own and execute a 3-touch 1:1 client success call structure across the 6-month journey
Conduct a 1:1 onboarding call immediately after the client joins the program
Set expectations, clarify goals, define success metrics, and walk the client through the first 30 days
Begin the strategic conversation around what additional support and backend resources may help them achieve their goals faster, based on their objectives, experience level, and constraints
Position backend support early as part of the overall success path (outcome-driven, not pushy)
Review implementation progress and early results
Identify bottlenecks, gaps in execution, mindset blocks, or resource constraints
Provide corrective guidance and re-nurture aligned backend support options to help remove obstacles and accelerate momentum
Assess wins, performance trends, and current limitations
Identify the client’s next growth stage and new constraints
Continue strategic nurturing of backend offers that align with their next-level goals and expansion plans
Personally check in with each assigned client at least once per month via email
Monitor momentum, progress, and engagement
Re-activate stalled clients and prevent silent drop-off
Serve as the primary point of contact for assigned clients
Proactively manage at-risk clients to prevent churn
Maintain strong, trust-based relationships with clients
Ensure clients remain engaged, supported, and progressing toward outcomes
Drive backend ascensions, renewals, and expansion revenue
Manage and grow cash collected across the client portfolio
Collaborate closely with Sales and Fulfillment to maximize LTV
Ensure backend recommendations are needs-based and outcome-driven
Consistently deliver high-quality onboarding and milestone calls in strict alignment with the defined call structure
Maintain refund and churn rates below 1%
Generate a minimum of USD $60,000/month in backend revenue, including: Membership extensions, Premium personalized coaching programs
Your assigned clients clearly understand their roadmap and next steps
Own and maintain clean, accurate client data across ~100 clients
Actively segment clients into Cold / Warm / Hot backend opportunity buckets
Operate as a fully independent revenue owner without daily oversight
Qualification
Required
Experience in client success or account management roles
Strong communication and interpersonal skills
Ability to manage multiple clients and prioritize tasks effectively
Proven track record of driving client retention and revenue growth
Experience with onboarding and client relationship management
Ability to analyze client data and provide strategic recommendations
Proficiency in using CRM software and other client management tools
Strong problem-solving skills and ability to handle client objections
Ability to work independently and take ownership of client outcomes
Experience in a remote work environment
Preferred
Experience in the coaching or online education industry
Familiarity with digital marketing and sales strategies
Experience with performance metrics and reporting
Ability to create engaging client communication materials
Experience in training or mentoring others
Company
IMPACT
IMPACT is the fastest-growing business education company in the wellness industry.
Founded in 2021
11-50 employees
Funding
Current Stage
Early StageRecent News
2025-02-20
Company data provided by crunchbase