Director of Client Success

We’re looking for a full-time Client Success Coach to join our fast growing team at Richard Yu’s online education company.

Our mission is simple: help everyday people launch impactful online digital product businesses that transform lives, starting with their own.

If you love mentorship, thrive in high-performance environments, and want to make a real difference in people’s lives, keep reading.

About Us

Impact Clients helps entrepreneurs start or scale their digital product businesses.

Our mission is to reform the education system by helping one million or more people achieve financial freedom through online business.

We are faith-driven, fast paced, and rooted in service, building a world-class education platform to help people turn their knowledge into income through coaching and consulting.

About The Role

You’ll lead a team of 8-10+ Customer Success Managers (CSMs) responsible for client onboarding, coaching, and retention. Your job is to elevate client outcomes, maximize lifetime value, and train our CSMs to become world-class coaches.

This is a hands‐on leadership role: you’ll manage, mentor, and hold the team accountable, while also stepping in personally when high‐stakes client situations require it.

This is a remote, full‐time position. You must be available during 8 AM–5 PM EST, Monday to Friday. On average, you’ll work up to eight hours per day, and some days may require up to nine or more hours.

You must currently live in North America, Europe, or South Africa, and speak fluent, accent‐neutral English. Clear communication is non‐negotiable.

Key Responsibilities

• Lead and coach a team of CSMs on onboarding, accountability, and renewal calls.
• Step into refund and chargeback situations to retain clients and protect revenue.
• Train CSMs on objection handling and improving 1‐to‐1 call performance.
• Monitor KPIs around retention, upgrades, renewals, and collections.
• Improve scripts, processes, and SOPs for scalability.
• Collaborate with Sales and Marketing for message alignment.
• Take ownership of escalated client accounts.
• Provide daily reporting across Slack, spreadsheets, and other tools.

Requirements

• Proven experience leading customer success teams in online education, coaching, or digital marketing.
• Strong track record in objection handling and save calls.
• Hands‐on experience preventing refunds and chargebacks.
• Excellent communication and leadership skills.
• Experience with Loom, Slack, Zapier, Calendly, GSuite, Trello, and CRM software.
• High attention to detail and strong organizational skills.
• Ability to manage multiple priorities in a fast‐paced environment.
• Passion for mentoring and developing people.
• Full‐time availability during EST hours.

Who This Is For

• Natural leaders who thrive on retaining clients.
• People who stay calm in client fires and escalations.
• Mentors who love developing team members.
• Highly accountable, detail‐oriented operators.
• Builders excited to help scale to nine figures.

Who This Is Not For

• People who avoid difficult conversations.
• Anyone with another full‐time job.
• People who struggle with deadlines or fast execution.
• Anyone resistant to feedback and growth.

Benefits

• Base salary negotiable based on experience.
• Performance‐based commission opportunities.
• Potential equity upside.
• On‐target‐earnings 120 k‐250 k + based on experience.