Client Success & Onboarding Manager
Budget: $8 – $15 USD
I need an experienced Client Success Manager who can take complete ownership of three key areas: welcoming every new client with a smooth, engaging onboarding experience, driving ongoing retention, and continually collecting and acting on client feedback. My client base spans coaching memberships, community-focused programs, credit-repair services, and a funding company, so you’ll be working with a mix of subscription and service models.
Success will be judged first and foremost by churn-rate reduction. I expect you to track this metric, spot trends quickly, and present concise recommendations that keep clients active and happy.
Key deliverables
• Design and refine a repeatable onboarding journey (emails, video calls, knowledge base resources, etc.).
• Establish a proactive check-in schedule that surfaces issues before they become cancellations.
• Create a simple feedback loop—surveys, calls, or in-app prompts—that funnels insights straight to product and leadership teams.
• Produce a clear monthly report outlining churn movement, root causes, and next steps.
If you’re confident working with CRM and ticketing tools, can communicate warmly yet decisively, and know how to translate data into action, I’d love to hear how you would approach our setup and the first 90 days.
Success will be judged first and foremost by churn-rate reduction. I expect you to track this metric, spot trends quickly, and present concise recommendations that keep clients active and happy.
Key deliverables
• Design and refine a repeatable onboarding journey (emails, video calls, knowledge base resources, etc.).
• Establish a proactive check-in schedule that surfaces issues before they become cancellations.
• Create a simple feedback loop—surveys, calls, or in-app prompts—that funnels insights straight to product and leadership teams.
• Produce a clear monthly report outlining churn movement, root causes, and next steps.
If you’re confident working with CRM and ticketing tools, can communicate warmly yet decisively, and know how to translate data into action, I’d love to hear how you would approach our setup and the first 90 days.