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Customer Success Manager

StndrdStndrdRemote

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About STNDRD

Founded by Chris Bumstead, STNDRD is a fast-scaling enterprise dedicated to helping individuals reach their full potential through a one-of-a-kind ecosystem. STNDRD combines a comprehensive training app, elite 1-on-1 coaching, and telehealth services. Our goal is to empower people to take control of their physical and mental well-being through personalized solutions and expert guidance.

ROLE OVERVIEW

The Customer Success Manager (CSM) at STNDRD is not a support role.

This is a client-facing, revenue-protecting, experience-owning position responsible for ensuring that every client who says “yes” successfully transitions into long-term momentum, trust, and results.

You will act as:

  • The bridge between Sales and Coaching
  • The owner of the post-close experience
  • The guardian of retention, cash collection, and client confidence

This role requires someone who understands human psychology, expectation-setting, follow-through, and emotional ownership—often found in sales, hospitality, concierge services, or high-touch client management backgrounds.

CORE OBJECTIVE

Ensure that every client:

  1. Feels seen, supported, and confident immediately after enrolling
  2. Successfully completes onboarding and early milestones
  3. Stays engaged long enough to experience undeniable value
  4. Converts into a retained, referable, long-term client

KEY RESPONSIBILITIES

Post-Close Client Onboarding (Primary Ownership)

  • Personally welcome each new client within 24 hours of close

  • Guide clients through:

    • Platform access
    • Assessments
    • Coach assignment
    • Scheduling expectations

  • Ensure no friction, confusion, or drop-off between close and execution

  • Set clear expectations around:

    • Communication cadence
    • Accountability standards
    • What success looks like in the first 30 / 60 / 90 days

The CSM owns the emotional handoff from Sales → Coaching.

Client Relationship Management & Retention

  • Maintain consistent, proactive communication with active clients

  • Monitor:

    • Engagement levels
    • Missed check-ins
    • Sentiment shifts
    • Early warning signs of churn

  • Intervene early with:

    • Reframes
    • Clarifications
    • Expectation resets

  • Act as the client’s internal advocate while upholding STNDRD standards

Revenue Protection & Cash Collection Support

  • Track payment plans, installment timing, and collection status

  • Follow up on:

    • Failed payments
    • Delayed remittances
    • Pending commitments

  • Communicate firmly but professionally to:

    • Reduce revenue leakage
    • Maintain trust while enforcing agreements

  • Coordinate with Sales when escalation is required

This role is revenue-adjacent, not administrative.

Experience Ownership (White-Glove Standard)

  • Deliver a hospitality-grade experience at every touchpoint

  • Ensure clients feel:

    • Cared for, not managed
    • Supported, not chased
    • Accountable, not pressured

  • Uphold brand tone:

    • Calm
    • Confident
    • Direct
    • Professional

Cross-Functional Communication

  • Relay client insights to:

    • Sales (objection patterns, hesitation themes)
    • Coaches (engagement, mindset flags)
    • Leadership (system gaps, experience friction)

  • Maintain clean CRM notes and lifecycle tracking

  • Participate in weekly ops / experience reviews

IDEAL CANDIDATE PROFILE

Backgrounds That Excel Here

  • High-ticket Sales or Account Management
  • Hospitality / Concierge / Luxury Service
  • Client Retention or Customer Experience
  • Executive Assistant or Client Services (high autonomy)

You Are Likely a Fit If You:

  • Understand buyer psychology and emotional commitment
  • Are comfortable having direct but respectful conversations
  • Can read between the lines when a client is disengaging
  • Take ownership instead of deflecting responsibility
  • Care deeply about follow-through and standards
  • Enjoy being the person who “makes things work”

SKILLS & TRAITS REQUIRED

  • Strong written and verbal communication
  • High emotional intelligence (EQ)
  • Calm under pressure
  • Organized and detail-oriented
  • Comfortable with CRM tools and async communication
  • Confident setting boundaries with clients
  • Revenue-aware mindset

KEY PERFORMANCE INDICATORS (KPIs)

  • 30 / 60 / 90-day client retention
  • Cash collection percentage
  • Onboarding completion rate
  • Client engagement consistency
  • Escalation reduction
  • Referral readiness / testimonials initiated

WHY THIS ROLE MATTERS

At STNDRD:

  • Sales is not the finish line
  • Coaching is not the only value driver
  • Experience is the product

The CSM ensures that:

  • Revenue sticks
  • Clients stay
  • Results compound
  • The brand earns trust at scale

CULTURE & EXPECTATIONS

  • High standards, low ego
  • Ownership > excuses
  • Clarity > comfort
  • Precision > volume
  • Professional warmth at all times

FINAL NOTE

This is not a passive role.

If you thrive in environments where:

  • Clients matter
  • Execution matters
  • Follow-through matters
  • And your work directly impacts revenue and reputation

This role will feel deeply aligned.

Apply for this role