Customer Success Manager for an elite, high-ticket coaching and accelerator program for full-time YouTubers, digital creators, and media entrepreneurs, managing end-to-end client success across a portfolio of 55+ active creators through a 6-month program journey. Full-Time, Monday-Friday, 9:00 AM-6:00 PM GMT.
Lead comprehensive onboarding workflows for incoming creator clients, setting expectations, account frameworks, and milestone goals.
Manage the structured 6-month client journey (weekly calls for Month 1, bi-weekly calls for Months 2-3, monthly calls for Months 4-6).
Hold 55+ creator clients accountable to their weekly video publishing schedules, audience growth goals, and monetization targets.
Conduct regular performance check-ins, reviewing channel analytics, content execution, and business model progress.
Identify client bottlenecks, channel blockers, or declining engagement early, providing proactive support to keep creators on track.
Own account retention and renewal strategies to maximize long-term client lifetime value (LTV).
Identify high-performing clients ready for advanced growth and execute upsells into higher-tier 1-on-1 coaching packages.
Build a structured client referral system, encouraging satisfied creators to introduce new members to the program.
Design and execute re-engagement campaigns to reactivate past alumni and past program graduates.
Monitor client health scores and program sentiment to eliminate churn risks before renewal dates.
Maintain active engagement and support inside the private client community channels.
Track client progress, call notes, channel milestones, and account health data systematically within the CRM.
Gather client testimonials, video reviews, and case studies to support marketing and sales efforts.
Collaborate directly with the founder and head coaches to refine curriculum, resources, and client delivery.
Requirements
2-5 years of professional experience in customer success, account management, creator coaching, client operations, or high-ticket program management.
Deep domain knowledge of the YouTube ecosystem, including content strategy, thumbnail/title mechanics, retention metrics, and creator monetization (courses, coaching, communities, sponsorships).
Strong understanding of online business models utilized by creators and digital entrepreneurs (high-ticket coaching, digital products, memberships).
Proven track record in a revenue-driving CS role, managing renewals, driving upsells, and generating client referrals.
Exceptional written and verbal English communication skills with high energy, emotional intelligence, and natural coaching ability.
Strong organizational skills with the ability to manage accountability cadences for 55+ clients simultaneously.
Self-motivated and comfortable operating independently in a fast-paced, remote environment.
Reliable high-speed internet connection, high-quality webcam/microphone setup, and a dedicated workspace.
Preferred: Previous experience as a YouTube creator, channel manager, video strategist, or editor.
Preferred: Experience working inside a high-ticket coaching, mastermind, or online cohort community.
Preferred: Practical experience using modern CRM tools, community platforms (Skool, Circle, Discord), and video conferencing software.
Preferred: Familiarity with AI research and writing tools (ChatGPT, Claude) to streamline client communications and resource creation.
Proficient with or capable of quickly mastering: Skool, Circle, Discord, CRM & client health tracking software, Zoom, Loom, YouTube Analytics, Google Workspace, Slack, WhatsApp
Candidates based in Latin America and South Africa; resume must be submitted in English.
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