Customer Success Consultant

Role:
Client Success & Implementation Consultant Purpose

Building on the success of our Community Based Organization (CBO) Partnership Flywheel plan, this role will take the lead once a partnership is "Closed-Won". The Consultant is responsible for operationalizing the transition from GTM to long-term partnership, ensuring that Community Based Organizations (CBOs) are fully implemented, reporting needs are met, and the partnership with Lizzy Care is perceived as meaningful and high-value.

• Onboard: Systematize the transition from GTM to Client Success, ensuring no partner is "ignored" after signing.
• Implement: Drive the technical and operational setup of new CBO partners in a timely fashion.
• Prove Value: Deliver consistent reporting and engagement touchpoints to ensure the partnership meets the partner's specific needs.
• Retain & Expand: Maintain a robust relationship pipeline to secure renewals and identify expansion opportunities.

Goals: Audit the GTM-to-Success handoff and establish the structural organization for client management.

Key Deliverables:

• Handoff Protocol: Define the "Deal Card" transition in Hub Spot to move leads from the CBO Sales pipeline to the Implementation pipeline.
• Client Success Hub: Partner with product marketing teams to populate Google Drive with onboarding scripts, welcome decks, and implementation checklists.
• Reporting Baseline: Establish the standard metrics (KPIs) that CBOs need to see to feel the partnership is worthwhile.

KPIs:

• Completion of 100% of handoff meetings for existing "Closed-Won" deals.
• Establishment of a high baseline for "Success CRM" hygiene.

Goals: Actively manage the implementation of warm and newly qualified CBO partners.

Key Deliverables:

• Implementation Engine: Automate scheduling for kickoff calls and training sessions using Sprintful.
• Meeting Recap System: Implement a standardized post-onboarding recap (attendees, implementation blockers, and next steps).
• Engagement Cadence: Launch "Success Sequences" in Hub Spot to ensure regular touchpoints with CBO leadership.

KPIs:

• Successfully move at least 5 pilot deals through the full implementation checklist.
• Consistent weekly dashboard updates reflecting implementation progress and partner health.

Goals: Drive the "Repeatability" of the success model and secure initial partnership outcomes.

Key Deliverables:

• Success Playbook: Establish a replicable framework for the post-close process:
  Handoff >
  Kickoff >
  Implementation > "First Reporting Cycle".
• Value Reports: Generate the first 90-day impact reports for all active CBO partners.
• Success SOPs: Document repeatable systems for client check-ins and objection handling during the implementation phase.

KPIs:

• 10+ partners maintained in active, high-engagement status.
• Completion of a final Implementation Playbook with at least 3 successful partner case examples.

• Monday: 30-minute kickoff sync to align on implementation priorities.
• Wednesday: 15-minute async Slack/voice check-in for progress reports.
• Friday: Written weekly recap outlining "Partner Wins", implementation challenges, and areas needing support.

• Hours: Anticipate 20h/week.
• Term: 3-month duration from the date countersigned.
• Rate: Monthly rate of $2,500.00.
• Success
  
  Incentives:
  
  Performance-based bonuses tied to successful implementation milestones or partner retention. Opportunity for F/T role following the close of the next fundraising round (Q2/Q3 2026).

Contact:

Marc Rothman, MD

CEO, Lizzy Care Inc.