Customer Success Lead

2 weeks ago

Remote, Canada SAFI Media Full time

Dear Future Colleague,

My name is Eleanor Beaton. I’m the founder of Safi Media. We are an education and coaching company on a mission to double the number of women entrepreneurs who sustainably scale past $1M in annual revenue by 2030. We have been recognized globally for our work with women leaders and entrepreneurs. And today we are seeking a Rockstar Customer Success Lead to join our team and help us accomplish our mission.

The Customer Success Lead is a unique, career-forging role that is really common in tech, but less common outside that industry, so let’s start by defining what this role IS.

The Customer Success Lead combines 3 different disciplines:
Program Design and Operations, Coaching, Client Research & Engagement, Sales & Revenue Operations

In short, the Customer Success Lead role is where the “rubber hits the road” in our company; it’s a role at the meeting point of marketing, sales, coaching and program management. To do it well, you need to be hungry, ambitious and smart. You also need to be empathetic and diligent.

As our Customer Success Lead, you “own” the client journey from the moment she registers for one of our world-class entrepreneurial education programs, through to the moment she completes her experience with us and transitions from being not simply a client but a lifelong ambassador of our work and mission.

Practically speaking, this means you will be responsible for working with me and our world class team to plan, schedule and implement our programs, ensuring a superior client experience with a core focus on building loyalty to ensure long-term client retention.

Ultimately, the result you are responsible for is growing the global impact and annual revenue of Safi Media by maximizing what we call “LCV” - Lifetime Customer Value.

To be successful in this role, you need to have an ability to see the big picture without losing track of the details. You need to deeply honour our clients’ goals and pull out the stops to design programming that helps them meet those goalsAND you must be able to stay focused on measuring company results and tracking our progress to _our _goals. Example: you’d be working with me and the rest of the Team Safi colleagues to ensure our programming _as a whole_ is fun, transformative, best in class, and serving the needs of our clients. But in the process of looking at this bigger picture, your job is to keep track of each client, knowing where they are in the sales process, and looking to maximize the value of that relationship in a win-win way, starting with their first interaction with our company to when they make a purchase and at some point, complete our client life cycle.

You need to be both a content creator AND a relationship builder. Example: A big part of this role is organizing programs, client activities and workshops in accordance with the mission and goals of the organization. You will be developing new program material to support the strategic direction of the organization. You’ll be building relationships with women entrepreneurs running 6-figure companies, as well as corporate leaders and executive directors who partner with us to deliver programming globally.

This is a multidisciplinary role perfect for a smart, hungry person who thrives on innovation, variety and purpose. You need to be business savvy, people smart and you need to be an excellent written and oral communicator. You are mature, you dislike drama, you can work independently and you do not need a ton of handholding.

We believe that Customer Success Leads are made, not born. This means we are open to folks from a variety of backgrounds including but not limited to:

- Product Development
- Program Development and Management
- Curriculum Design
- Sales and Revenue Operations
- Executive Coaching
- Content Marketing

We see this as a mid-level to senior role; it all depends on the WHO. You could be earlier in your career but bringing huge energy, drive and commitment. We’d be open to taking you on if you’re a good fit for our team and culture.

On the other hand, you could be a senior, seasoned pro looking to inject your skills and know how in a growing, mission-oriented company. In either case, the role’s seniority level would morph to match the skills you bring. We’re human like that.

In return, we offer a competitive salary, plenty of paid leave, and the ability to do meaningful work with a group of exceptionally smart, talented and funny people. We work hard and laugh harder. We get results. We reflect deeply and learn. We are compassionate and tough.

Customer Success Lead
**Application Deadline**:March 15th, 2023

In this role, you will plan, schedule and implement our programs, ensuring a superior client experience and ultimately driving retention throughout the customer life cycle, with a core focus on building loyalty to ensure long-term client retention.

You will execute social media strategies, create and publish content

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