Customer Success Manager

Executive Career Upgrades is dedicated to empowering high-achieving corporate leaders to maximize their potential. The Customer Success Manager will act as the primary point of contact for executive clients, overseeing onboarding, managing communications, and ensuring a world-class client experience.

Responsibilities:

• Lead onboarding sessions for new clients and ensure a smooth transition into ECU programs
• Guide clients through program expectations, resources, tools, and next steps
• Serve as a trusted point of contact throughout the client lifecycle
• Monitor client engagement and proactively reach out to ensure progress and satisfaction
• Coordinate introductions and handoffs between clients and internal team members
• Build strong relationships with clients and deliver an exceptional customer experience
• Respond to client questions and concerns through Slack, email, support tickets, and virtual meetings
• Identify client challenges and work collaboratively to find solutions
• Monitor client satisfaction and help drive retention and successful program outcomes
• Escalate complex issues appropriately while maintaining a positive client experience
• Handle client concerns, complaints, and service recovery situations with professionalism and empathy
• Investigate issues, gather information, and partner with leadership to determine appropriate resolutions
• Manage refund requests, program concerns, and client escalations in accordance with company policies
• Maintain detailed documentation of client interactions, resolutions, and outcomes
• Maintain accurate client records, notes, and milestones within internal CRM systems
• Manage scheduling, follow up communications, and client tracking processes
• Assist with reporting, data entry, documentation, and operational workflows
• Support internal projects that improve customer experience, retention, and service delivery
• Collaborate with operations, marketing, and leadership teams to ensure seamless execution
• Participate in team meetings and contribute ideas for continuous improvement

Requirements:

• 2 to 5+ years of experience in Customer Success, Client Services, Account Management, Customer Support, Operations, or a related field
• Strong conflict resolution and customer service skills
• Experience handling escalations, service recovery situations, or customer concerns
• Excellent verbal and written communication skills
• Exceptional organization and attention to detail
• Ability to manage multiple priorities while maintaining a high level of professionalism
• Experience with CRM platforms, Slack, Google Workspace, Microsoft Office, or similar tools
• Comfortable working independently in a remote environment
• Positive attitude, strong sense of ownership, and a genuine passion for helping people
• Experience working in coaching, education, professional services, SaaS, recruiting, or consulting environments
• Experience with ticketing systems and customer support platforms
• Familiarity with Canva, project management tools, and client onboarding processes