Customer Success Manager – Freelance

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate a 45- to 60-minute monthly video conference with each mentee to evaluate their progress, address challenges, and set the primary action for the month.

• Offer weekly asynchronous follow-ups via Slack: review actions taken during the week, outline next steps, and foresee possible challenges.

• Ensure clients remain engaged, proactive, and progressing.

• Monitor mentees’ advancement through the Audit, Research, Financing, and Operations stages.

• Maintain the management dashboard to reflect the current phase, upcoming actions, and alerts.

• Deliver regular status reports to the Head of Customer Success and CEO regarding the client portfolio.

• Recognize early warning signs, such as inaction, misunderstandings, technical hurdles, or waning motivation.

• Encourage mentees with a balance of empathy and assertiveness to facilitate their progress.

• Coordinate assistance from specialists, including coaches, wealth advisors, legal professionals, and renovation experts.

• Serve as the main liaison between mentees and the team, including coaches, specialists, and the CEO.

• Anticipate needs, relay crucial information, and engage in weekly team meetings.

• Oversee mentees’ engagement in group sessions, webinars, and seminars.

• Monitor satisfaction metrics and structure feedback to foster ongoing improvement.

• Engage in the Ambassador Program, aiming to secure at least one qualified referral within the first five to six months of each client.

• Contribute to a premium, seamless client experience.

⛳️ Requirements

• Ideally possess 3–5 years of experience in Customer Success or high-end client relationship management.

• Background in a challenging environment, such as information business, luxury coaching, online business, or premium client advisory services.

• Demonstrated experience managing client relationships over an extended duration, preferably 12 months or longer.

• Capability to handle multiple clients concurrently without sacrificing quality.

• Experience in real estate or wealth management is advantageous.

• Proficient in Notion, Google Sheets, and Excel.

• Strong command of Slack for asynchronous communication and handling multiple conversations simultaneously.

• Familiarity with video conferencing tools like Microsoft Teams and Zoom.

• Aptitude for producing clear, regular reports.

• Availability to co-organize and attend the company’s in-person events, 2–3 weekends each year.

• Exceptional written and spoken French.

• Detail-oriented, organized, proactive, dependable, and responsive.

• Ability to adapt communication styles to meet the needs of demanding, analytical, and time-constrained physicians.

• Capacity to challenge clients with both empathy and assertiveness.

• Comfort in working within an evolving environment and co-developing processes.

• Availability during lunchtime, evenings, and Saturdays when required.

• Long-term freelance contract.

🏝️ Benefits

• Flexible working arrangements.

• 100% remote work opportunity.

• Three seminars annually, including one Ambassador Seminar.

• Participation in in-person events, 2–3 weekends each year.

• Initial hourly compensation.