Client Success Team Lead (Head Coach)

Proven experience leading customer success teams in online education, coaching, or digital marketing. Strong track record with objection handling, save calls, and client retention. Hands-on experience preventing refunds and chargebacks. Excellent communication and leadership skills. Proficiency with tools like Loom, Slack, Zapier, Calendly, GSuite, Trello and CRMs. Highly organized with attention to detail and ability to manage multiple priorities. Passion for mentoring and developing people. High attention to detail and understanding of systems/processes. Must be able to commit full-time hours (9 AM - 6 PM EST office hours, open to other time zones).

Lead a team of CSMs, coaching them on client calls. Handle refund/chargeback situations and high-stakes calls. Train CSMs on objection handling and client interaction. Monitor KPIs for retention, upgrades, renewals, and collections. Improve scripts, processes, and SOPs for scalability. Collaborate with Sales/Marketing for client messaging alignment. Take ownership of escalated client accounts.