Customer Success Manager (Fully Remote)

We are looking for a proactive and dedicated Customer Success Manager to join the Redefining Strength team! In this role, your focus is creating the best client experience possible bridging the gap between our sales, support and coaching teams. Your primary goal will be to enhance our customer satisfaction and loyalty, leading to increased retention and revenue growth.

As a Customer Success Manager you will work directly with clients to help solve their problems and ensure their satisfaction while they are going through a program with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

You will be in charge of resolving conflict in a way that is beneficial to both the company and the client.

Responsibilities:

• Handle all aspects of customer onboarding, including documentation and process enhancements, to ensure a smooth start to their program
• Review and handle customer complaints and concerns and seek to improve the customer experience
• Conduct regular customer satisfaction surveys to gather feedback and implement strategies to improve our Net Promoter Score (NPS).
• Proactively find opportunities for upsells (such as event tickets), renewals, and provide additional support required to retain clients.
• Develop and enhance the client ascension roadmap to maximize backend and recurring revenue, ensuring a clear path for customer growth and engagement.
• Implement strategies to reduce client churn and enhance the overall customer experience, contributing to long-term business success.
• Establish clear client retention goals
• Process milestones for the clients and employees to work toward

Company Description:

​Our mission at Redefining Strength is to empower everyone to redefine their personal strength at any age. Our core values are ownership, synergy, drive and passion. Our headquarters are in Mission Viejo, California but we serve clients all over the world.

Organization Accomplishments:

• 100,000+ customers served
• Ranked on the INC 5000 fastest growing companies in America in 2022 and 2023
• Featured in Women's health, Self, Insider, Elite Daily, Livestrong and more
• Voted a top 10 home workout program by The Guardian
• 1.5 Million + Followers Across Social Media Channels

Requirements

• At least 3 years of proven experience in customer success or similar role
• Exceptional communication skills, with the ability to empathize and effectively resolve customer issues.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• A proactive mindset, with the ability to identify and act on upsell and retention opportunities.
• Experience with CRM software and digital communication tools
• A passion for health and wellness with the desire to help others
• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Strong experience with conflict resolution

Benefits

• Health Insurance
• dental Insurance
• vision Insurance
• 401(k)
• Gym/Fitness Stipend
• Fun culture and team environment
• Fully remote