Customer Success Manager

STNDRD; New Orleans (LA); On-site; USD 60,000 - 80,000; Full time

Job summary

A growing wellness company in New Orleans seeks a Customer Success Manager who will ensure clients transition smoothly post-enrollment, maintain relationships, monitor engagement, and uphold high service standards. The ideal candidate should have experience in high-ticket sales or client management, possess strong emotional intelligence, and excel in communication. This role emphasizes proactive client interactions and a commitment to long-term success and retention.

Qualifications

• Experience in high-ticket sales or account management.
• Capability in client retention or customer experience.
• Background in hospitality, concierge, or luxury service.

Responsibilities

• Own post-close client onboarding process.
• Maintain proactive communication with clients.
• Track engagement levels and intervene when necessary.

Skills

Strong written and verbal communication

High emotional intelligence (EQ)

Organized and detail-oriented

Revenue-aware mindset

Job description

About STNDRD

Founded by Chris Bumstead, STNDRD is a fast-scaling enterprise dedicated to helping individuals reach their full potential through a one-of-a-kind ecosystem. STNDRD combines a comprehensive training app, elite 1-on-1 coaching, and telehealth services. Our goal is to empower people to take control of their physical and mental well-being through personalized solutions and expert guidance.

ROLE OVERVIEW

The Customer Success Manager (CSM) at STNDRD is not a support role.

This is a client-facing, revenue-protecting, experience-owning position responsible for ensuring that every client who says “yes” successfully transitions into long-term momentum, trust, and results.

You will act as:

• The bridge between Sales and Coaching
• The owner of the post-close experience
• The guardian of retention, cash collection, and client confidence

This role requires someone who understands human psychology, expectation-setting, follow-through, and emotional ownership—often found in sales, hospitality, concierge services, or high-touch client management backgrounds.

CORE OBJECTIVE

Ensure that every client:

1. Feels seen, supported, and confident immediately after enrolling
2. Successfully completes onboarding and early milestones
3. Stays engaged long enough to experience undeniable value
4. Converts into a retained, referable, long-term client

KEY RESPONSIBILITIES

Post-Close Client Onboarding (Primary Ownership)

• Personally welcome each new client within 24 hours of close
• Guide clients through:
  • Platform access
  • Assessments
  • Coach assignment
  • Scheduling expectations
• Ensure no friction, confusion, or drop-off between close and execution
• Set clear expectations around:
  • Communication cadence
  • Accountability standards
  • What success looks like in the first 30 / 60 / 90 days
    

The CSM owns the emotional handoff from Sales → Coaching.

Client Relationship Management & Retention

• Maintain consistent, proactive communication with active clients
• Monitor:
  • Engagement levels
  • Missed check-ins
  • Sentiment shifts
  • Early warning signs of churn
• Intervene early with:
  • Reframes
  • Clarifications
  • Expectation resets
• Act as the client’s internal advocate while upholding STNDRD standards

Revenue Protection & Cash Collection Support

• Track payment plans, installment timing, and collection status
• Follow up on:
  • Failed payments
  • Delayed remittances
  • Pending commitments
• Communicate firmly but professionally to:
  • Reduce revenue leakage
  • Maintain trust while enforcing agreements
• Coordinate with Sales when escalation is required

This role is revenue-adjacent, not administrative.

Experience Ownership (White-Glove Standard)

• Deliver a hospitality-grade experience at every touchpoint
• Ensure clients feel:
  • Cared for, not managed
  • Supported, not chased
  • Accountable, not pressured
• Uphold brand tone:
  • Calm
  • Confident
  • Direct
  • Professional

Cross-Functional Communication

• Relay client insights to:
  • Sales (objection patterns, hesitation themes)
  • Coaches (engagement, mindset flags)
  • Leadership (system gaps, experience friction)
• Maintain clean CRM notes and lifecycle tracking
• Participate in weekly ops / experience reviews

IDEAL CANDIDATE PROFILE

Backgrounds That Excel Here

• High-ticket Sales or Account Management
• Hospitality / Concierge / Luxury Service
• Client Retention or Customer Experience
• Executive Assistant or Client Services (high autonomy)
  

You Are Likely a Fit If You:

• Understand buyer psychology and emotional commitment
• Are comfortable having direct but respectful conversations
• Can read between the lines when a client is disengaging
• Take ownership instead of deflecting responsibility
• Care deeply about follow-through and standards
• Enjoy being the person who “makes things work”

SKILLS & TRAITS REQUIRED

• Strong written and verbal communication
• High emotional intelligence (EQ)
• Calm under pressure
• Organized and detail-oriented
• Comfortable with CRM tools and async communication
• Confident setting boundaries with clients
• Revenue-aware mindset

KEY PERFORMANCE INDICATORS (KPIs)

• 30 / 60 / 90-day client retention
• Cash collection percentage
• Onboarding completion rate
• Client engagement consistency
• Escalation reduction
• Referral readiness / testimonials initiated

WHY THIS ROLE MATTERS

At STNDRD:

• Sales is not the finish line
• Coaching is not the only value driver
• Experience is the product

The CSM ensures that:

• Revenue sticks
• Clients stay
• Results compound
• The brand earns trust at scale

CULTURE & EXPECTATIONS

• High standards, low ego
• Ownership > excuses
• Clarity > comfort
• Precision > volume
• Professional warmth at all times

FINAL NOTE

This is not a passive role.

If you thrive in environments where:

• Clients matter
• Execution matters
• Follow-through matters
• And your work directly impacts revenue and reputation

This role will feel deeply aligned.