Customer Success Manager

The School of Hard Knocks; Austin (TX); Remote; USD 65,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Paid vacation

401(k) eligibility

Job summary

The School of Hard Knocks is seeking a Client Success Manager (USA Based) to own day-to-day client communication, manage relationships, and drive retention in a fast-growing company. The role requires proactive problem-solving, responsiveness, and ownership of client needs across multiple teams.

Responsibilities include leading client meetings, coordinating with editing and strategy teams, and ensuring timely deliverables while maintaining excellent client satisfaction.

Qualifications

• 3+ years of experience owning client relationships in client success, account management, or similar roles.
• Excellent written and verbal communication with professional presence.
• Proactive, able to anticipate client needs and escalate when needed.

Responsibilities

• Own day-to-day communication across assigned client Slack channels and keep clients updated.
• Lead recurring client meetings and assess account health for improvements.
• Coordinate with editing, posting, strategy, design, and other teams to fulfill requests.
• Take ownership of client satisfaction and retention, identifying churn indicators.

Skills

Client communication

Organization

Emotional intelligence

Proactivity

Tools

Slack

Notion

Claude

ChatGPT

Job description

The School of Hard Knocks is one of the fastest-growing business media brands in the world, with over 26 million followers and 250M+ monthly views across TikTok, Instagram, Facebook, and YouTube. We interview top entrepreneurs, business leaders, and world-class performers, sharing their stories and advice to mentor the next generation in career development, financial literacy, and entrepreneurship.

We operate a multi-entity ecosystem including media, community, consulting, a content agency, and real estate ventures - all built on fast execution, high standards, and a mission to inspire millions to level up their lives.

We're looking for a proactive, resourceful Client Success Manager who takes ownership of client relationships and thrives in a fast-paced, growing company. This person will serve as a trusted point of contact for clients, independently manage client needs, anticipate challenges, and make thoughtful decisions that strengthen relationships and support long term retention.

The ideal candidate is someone who moves quickly, takes initiative, and doesn't wait to be told what needs to happen next. They genuinely enjoy working with clients, are highly responsive, and understand the importance of being available when it matters most.

*While our standard working hours are 9 AM to 5 PM Central, this role requires occasional flexibility to respond to time-sensitive client needs outside of those hours, including evenings or weekends when necessary. This is not an expectation to be working around the clock, but rather a willingness to step in, take ownership, and ensure clients feel supported when situations arise.

Client Success Manager (USA Based)

Responsibilities

Client Communication & Relationship Management

• Own day to day communication across assigned client Slack channels, acknowledging messages promptly and keeping clients updated through resolution.
• Independently recognize time sensitive client needs, prioritize appropriately, and take action without waiting to be prompted.
• Lead recurring client meetings, assess account health, and recommend improvements.
• Build trusted relationships with clients through proactive, professional communication.
• Answer questions following onboarding and guide clients through next steps.
• Conduct recurring monthly client check-ins to gather feedback and strengthen relationships.
• Share client wins, milestones, and successful content performance to reinforce value.
• Coordinate client logins, access requests, and platform setup as needed.

Project Coordination

• Take ownership of client requests from initial message through resolution, coordinating with editing, posting, strategy, design, and other teams.
• Drive next steps proactively, remove roadblocks, and elevate urgent issues with clear recommendations in a timely manner.
• Follow up with clients on missing approvals, unanswered questions, and outstanding deliverables.
• Keep projects moving by coordinating communication between clients and internal teams.
• Ensure clients always know what's happening next and expected timelines.

Client Success & Retention

• Take ownership of client satisfaction.
• Identify dissatisfaction or churn, including reduced engagement, delayed responses, repeated revision requests or changes in communication tone.
• Maintain a consistent communication cadence so feedback is gathered before issues arise.
• Help protect client relationships by responding with urgency, empathy, and practical solutions.
• Analyze client performance, identify trends, and provide actionable recommendations to clients and leadership.

Internal Collaboration

• Participate in weekly client management meetings to review:
• Happy clients
• Action items
• Collaborate closely with Content Strategists, Editors, Posting Team, and Leadership to deliver a seamless client experience.
• Maintain accurate client notes and documentation within company systems.

Qualifications Required

• 3+ years of experience owning client relationships in client success, account management, customer experience, or a similar client-facing role; agency or social media experience strongly preferred.
• Highly organized with excellent prioritization, exceptional follow-through, and the ability to manage multiple priorities without letting details slip.
• Energized by a fast-paced startup environment, changing priorities, and hands-on accountability for outcomes.
• Outstanding written and verbal communication skills with a polished, professional presence and strong emotional intelligence.
• Proactive rather than reactive.Anticipates client needs, follows up consistently, and keeps clients informed before they have to ask.
• Comfortable managing multiple client relationships while maintaining a high level of responsiveness and attention to detail.
• Understands when to solve a problem independently and when to quickly elevate issues to leadership.
• Adaptable and eager to learn new systems and processes in a fast-paced environment.
• Experience with Slack, Notion, AI tools (Claude and ChatGPT), and other collaboration platforms.

What Makes Someone Successful in This Role

We're looking for someone who:

• Takes ownership of client experience rather than simply relaying messages or waiting for instructions.
• Recognizes when a client issue is genuinely urgent and is willing to help address occasional time-sensitive matters outside core hours - this is a requirement.
• Makes clients feel like they’re always top of mind through frequent touchpoints, follow-ups, and celebrating their wins.
• Is comfortable escalating issues early rather than trying to solve everything alone.
• Maintains a calm, positive attitude with frustrated clients and never takes feedback personally.
• Is resourceful and uses every communication channel necessary to keep projects moving, not just Slack.
• Represents the SOHK brand professionally in appearance, communication, and online presence, with a client-ready demeanor and a polished social media presence.
• Full-time, remote role.
• Core working hours are approximately 9:00 AM–5:00 PM Central Time, with a high degree of responsiveness and collaboration expected during that window.
• Occasional flexibility is required for time-sensitive client needs outside core hours, typically a few times per month.
• This is not an around-the-clock or routine evening/weekend coverage position; priorities and escalation expectations will be established with leadership.
• Salary Range $65,000-$70,000 annually (based on experience)
• Company sponsored health benefits (medical, dental, vision and life)
• Paid vacation and sick leave
• Eligibility for the company's 401(k) retirement plan after the applicable waiting period.