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 arbitrage businesses that transform lives—starting with their own.

If you’re someone who loves mentorship, thrives in a high-performance environment, and wants to make a real difference in people’s lives, keep reading.

About Us:

Impact Clients helps entrepreneurs start or scale their digital product businesses. What began as a broke UCLA student struggling to sell an online course has now grown into a company generating $1M+ in revenue monthly with a global team of 35+.

Our mission is to reform the education system by helping over 1 million people achieve financial freedom through online business.

To sustain and improve client success at scale, we’re hiring a Customer Success Team Lead.

The CEO, Richard Yu, is an online business coach with:

- 100K+ subscribers on YouTube→youtube.com/richardyu1

- A growing personal brand on Instagram→instagram.com/richardyuzee

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

About The Role:

You’ll be leading a team of 5-8 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 8AM–5PM EST, Monday to Friday. On average, you’ll work up to 8 hours per day, and some days will require a little more effort of up to 9+ hours.

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

Here are the requirements:

- Lead a team of 10 CSMs, coaching them to run effective onboarding, accountability, and renewal calls.

- Step into refund/chargeback situations and high‑stakes calls to retain clients and protect revenue.

- Train CSMs to confidently handle objections, deliver stronger 1:1 calls, and increase client results.

- Monitor KPIs around retention, upgrades, renewals, and collections.

- Improve scripts, processes, and SOPs to make the CSM function more scalable and efficient.

- Collaborate with Sales/Marketing to ensure alignment in client messaging and delivery.

- Take ownership of escalated client accounts and ensure resolution.

- You must have proven experience leading customer success teams in online education, coaching, or digital marketing.

- A Strong track record with objection handling, save calls, and client retention.

- Hands‑on experience preventing refunds and chargebacks.

- Excellent communication and leadership skills.

- Proficiency with tools like Loom, Slack, Zapier, Calendly, GSuite, Trello and CRMs.

- Highly organized with attention to detail and ability to manage multiple priorities.

- Passion for mentoring and developing people in a high‑growth environment.

- You will be responsible for daily reporting on multiple communication channels (Slack, text message, spreadsheets, etc.) and so a high attention to detail and compliance with standard operating procedures is essential.

- You must have a very high attention to detail and understand systems/processes so you are able to innovate new, more efficient SOPs (processes) to ensure our Fulfillment Team hits their KPIs.

- You must be able to commit full time hours (Our office hours are 9 AM - 6 PM EST, though if you are different time zones we're super open minded).

WHO THIS IS FOR:

- A natural leader who thrives on retaining clients and handling tough conversations.

- Someone who can step into client fires (refunds, chargebacks, escalations) and resolve them calmly.

- A mentor at heart who enjoys coaching team members to improve their client interactions.

- Highly accountable and detail‑oriented, with a focus on results.

- Excited to grow with us long‑term and play a key role in scaling to 9 figures.

WHO THIS IS NOT FOR:

- Someone who avoids difficult conversations or shies away from handling escalations.

- Someone with another full‑time job or multiple freelance commitments.

- Someone who struggles with deadlines, structure, or fast execution.

- Someone who isn’t open to feedback or growth in a fast‑paced environment.

Base Salary: Negotiable based on experience. Base salary + Potential equity

Commission opportunities: % on referrals, upgrades, renewals, and pending payment collections.

Next Steps

If this role excites you:

1. Submit your resume.

2. Record a 3–5 minute Loom video introducing yourself and answering:

- Why should we hire you?

- What’s your experience with leading client success teams?

- Share an example where you successfully handled a save call or refund/chargeback scenario.

- Share an example where you coached a team member to perform better.

- Why do you believe you’ll thrive in a fast‑paced, growth‑driven environment?

Applications are reviewed on a rolling basis. If selected, you’ll hear from us within 24–48 hours.

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