Customer Success Lead
- Remote
- Full Time
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Lead based in the United States.
We are looking for a hands-on Customer Success Lead to manage the entire member journey, from initial onboarding through long-term engagement and renewal. In this relationship-focused role, you will help members navigate their programs, stay connected to the community, and achieve meaningful progress toward their goals. You will take ownership of member relationships, identify engagement challenges, and proactively address concerns to strengthen satisfaction and retention. Working closely with senior leadership, you will help create a personalized experience that makes every member feel supported and valued. You will also contribute to improving customer success processes through effective use of AI, automation, and member insights. This is an opportunity to make a visible impact in a growing coaching and membership business while developing expertise in retention, community building, and AI-enabled operations.
Accountabilities
As Customer Success Lead, you will own the member relationship and ensure customers receive consistent support, guidance, and value throughout their experience. Your key responsibilities will include:
Lead member onboarding by clarifying next steps, introducing available resources, and helping new members become actively engaged in their programs and communities.
Manage the transition experience following purchases and upgrades, ensuring members feel confident and supported as they enter new stages of their journey.
Build strong relationships through personalized check-ins, meaningful conversations, and regular follow-ups to understand individual goals and celebrate progress.
Monitor member participation and engagement, identify early signs of disengagement, and proactively implement strategies to improve retention.
Address member concerns, dissatisfaction, and cancellation requests with empathy, sound judgment, and a focus on preserving trust.
Identify opportunities for members to continue their journey through renewals, events, and additional programs, coordinating warm introductions to the appropriate revenue team member.
Maintain strong relationships after purchases and ensure smooth post-event onboarding and continued member engagement.
Keep member records accurate and up to date, collect testimonials and referrals, and share recurring feedback and improvement opportunities with leadership.
Leverage AI tools and automation to streamline tracking, routine communications, and follow-up processes, allowing more time for high-value personal interactions.
Contribute ideas and initiatives to continuously improve the overall member experience and customer success operations.
Requirements
The ideal candidate is a proactive and empathetic relationship builder who understands how to turn customer interactions into meaningful engagement and long-term loyalty. You should bring:
Previous experience managing customer or member relationships, ideally within coaching, membership programs, online communities, or other high-touch service businesses.
Strong interpersonal and communication skills, with the ability to build trust, understand individual needs, and make members feel valued.
A combination of empathy, attention to detail, and consistent follow-through, ensuring that conversations lead to concrete actions and results.
Experience handling challenging customer conversations, including dissatisfaction, disengagement, retention concerns, and cancellation requests.
Strong organizational and problem-solving abilities, with the capacity to manage multiple relationships, follow-ups, and priorities independently.
A proactive approach to customer success, including the ability to use participation data and member records to identify potential issues before they escalate.
Comfort working with AI-powered tools and automation to improve operational efficiency and streamline customer engagement.
Sound judgment in recognizing when personal interaction is essential, particularly when managing sensitive conversations and building long-term relationships.
A hands-on mindset, strong sense of ownership, and willingness to contribute ideas and take initiative in a growing business environment.
Benefits
Annual on-target earnings of approximately $65,000–$75,000, including base salary and performance-based retention bonuses.
Incentive structure aligned with member satisfaction, engagement, and retention rather than direct sales-closing targets.
Significant autonomy and ownership over the complete member experience.
Direct collaboration with company founders and senior leadership.
Opportunities to develop skills across customer success, retention, community building, and AI-enabled operations.
Meaningful opportunity to influence business processes and improve the customer experience.
Remote working environment.
Career growth potential within an expanding coaching and membership business.