Client Success Team Lead (Head Coach)

We’re looking for a full time Client Success Coach to join our fast growing team at Richard Yu’s online education company. Our mission is simple: help everyday people launch impactful online digital Product businesses that transform lives, starting with their own. If you love mentorship, thrive in high performance environments, and want to make a real difference in people’s lives, keep reading About Us: Impact Clients helps entrepreneurs start or scale their digital product businesses. What began as a broke UCLA student struggling to sell an online course has grown into a company that has generated $30M+ in revenue with a global team of 50+ members. Our mission is to reform the education system by helping 1 million+ people achieve financial freedom through online business. We are faith driven, fast paced, and rooted in service. We are building a world class education platform to help people turn their knowledge into income through coaching and consulting. The CEO, Richard Yu, is an online business coach with: - 100K+ subscribers on YouTube → - A growing personal brand on Instagram → Our company is a fast-paced, and rooted in service. We’re building a world-class education platform to help people turn their knowledge into income through coaching and consulting. About The Role: You’ll be leading a team of 8-10+ Customer Success Managers (CSMs) responsible for client onboarding, coaching, and retention. Your job is to elevate client outcomes, maximize lifetime value, and train our CSMs to become world-class coaches. This is a hands-on leadership role: you’ll manage, mentor, and hold the team accountable, while also stepping in personally when high-stakes client situations require it. This is a remote, full-time position. You must be available during 8AM–5PM EST, Monday to Friday. On average, you’ll work up to 8 hours per day, and some days will require a little more effort of up to 9+ hours. You must currently live in North America, Europe, or South Africa, and speak fluent, accent-neutral English. Clear communication is non-negotiable, we’re in the coaching business. Requirements 🎯 About The Role You will lead a team of 8 to 12+ Customer Success Managers responsible for onboarding, coaching, and retention. Your job is to: • Elevate client outcomes • Maximize lifetime value • Develop world-class CSMs This is a hands-on leadership role. You will manage, mentor, and hold the team accountable, while also stepping in on high-stakes client situations when needed. 📍 Remote, full-time 🕘 Availability required: 8 AM to 5 PM EST, Monday to Friday ⏱️ Average workload: up to 8 hours per day, occasionally 10+ 🌎 Must live in North America, Europe, or South Africa 🗣️ Fluent, accent-neutral English required Key Responsibilities • Lead and coach a team of CSMs on onboarding, accountability, and renewal calls • Step into refund and chargeback situations to retain clients and protect revenue • Train CSMs on objection handling and improving 1:1 call performance • Monitor KPIs around retention, upgrades, renewals, and collections • Improve scripts, processes, and SOPs for scalability • Collaborate with Sales and Marketing for message alignment • Take ownership of escalated client accounts • Provide daily reporting across Slack, spreadsheets, and other tools ✅ Requirements You must have: • Proven experience leading customer success teams in online education, coaching, or digital marketing • Strong track record in objection handling and save calls • Hands-on experience preventing refunds and chargebacks • Excellent communication and leadership skills • Experience with Loom, Slack, Zapier, Calendly, GSuite, Trello, and CRMs • High attention to detail and strong organizational skills • Ability to manage multiple priorities in a fast paced environment • Passion for mentoring and developing people • Full time availability during EST hours 🔥 WHO THIS IS FOR ✔️ Natural leaders who thrive on retaining cl