Client Success Team Lead (Head Coach)

Impact Clients; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A dynamic online education company based in Toronto, Canada is seeking a full-time Client Success Coach to lead a team of Customer Success Managers. The role focuses on enhancing client outcomes and retention in a high-performance environment. Candidates should have proven experience in coaching and managing teams, along with strong communication skills. Competitive compensation ranging from $5,000–$8,000 USD monthly is offered.

Qualifications

• Proven experience leading customer success teams in online education or coaching.
• Strong track record with objection handling and client retention.
• Excellent communication and leadership skills.

Responsibilities

• Lead a team of Customer Success Managers ensuring high client satisfaction.
• Step into high-stakes client situations to resolve issues.
• Train CSMs for effective client onboarding and renewal calls.

Skills

Leadership

Client retention

Communication

Organizational skills

Mentorship

Tools

Loom

Slack

Zapier

Calendly

GSuite

Trello

CRM systems

Job description

Overview

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.

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.

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 understanding of systems / processes so you are able to innovate new, more efficient SOPs 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 in different time zones we’re 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.

Benefits

Base Salary: $5,000–$8,000 USD / month (depending on experience)

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

Next Steps

• Submit your resume.
• 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.