Director of Client Success

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.

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 You Tube→
• A growing personal brand on Instagram→

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.

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.

• 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 understand systems/processes so you are able to innovate new, more efficient SOPs (processes) 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 different time zones we're super open minded).

• 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…