Customer Success Manager

About the job
🤝 Client Success Manager (CSM)

Job Title & Snapshot

Client Success Manager (Retention & Momentum Owner)- CSM001

Own 30 clients. Protect retention. Reduce churn from ~10% toward <5%.

About the Company

We serve creators and beginners 45+, helping them grow with short-form content on Instagram, TikTok, and YouTube Shorts.

4,000+ clients served
100–150 new clients/month
Each client receives 30–50 researched ideas
Clients submit videos daily for performance review

This role protects the quality of what goes live.

The Role Overview

Your job is not answering questions.

Your job is:

Protect retention
Drive client momentum
Prevent refunds
Increase account receivable collection

Responsibilities

Conduct structured kickoff calls
Own 30 active clients (target load)
Proactively prevent churn
Respond within 24-hour SLA
Re-engage inactive clients
De-escalate emotionally charged conversations
Ensure clients always know their next step

What Success Looks Like

Churn drops from ~10% baseline
AR collection improves toward 75% target
Clients stay engaged
Refund requests decrease
Leadership stays out of support

Required Experience

Customer success or coaching experience
Strong de-escalation skills
High accountability
Clear communicator
Comfortable holding clients accountable

Compensation

Starting salary: $935 (base salary) + performance based incentives $400+
Month 3: CSMs typically earn $1,600+ per month based on performance
Month 6+: Top-performing CSMs reach $1,800 – $2,000+ per month
Competitive performance-based growth opportunities beyond month 6

Who Thrives

Calm under pressure
Structured
Ownership mindset
Protects revenue like it’s their own

Who Struggles

Avoids difficult conversations
Reactive instead of proactive
Needs micromanagement

Please note: due to application volume, only shortlisted candidates will be contacted.

Customer Success Manager