Job Opportunities API

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