Director of Client Success - Toronto - Impact Clients

    Impact Clients
    Impact Clients Toronto

    5 days ago

    Description

    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.

    About Us:


    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 YouTube→
    • 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.

    About The Role:


    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.

    Here are the requirements:

    • 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).

    WHO THIS IS FOR:

    • 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 figures.

    WHO THIS IS NOT FOR:

    • Someone who avoids difficult conversations or shies away from handling escalations.
    • Someone with another full‑time job or multiple freelance commitments.
    • Someone who struggles with deadlines, structure, or fast execution.
    • Someone who isn't open to feedback or growth in a fast‑paced environment.

    Base Salary: Negotiable based on experience. Base salary + Potential equity

    Commission opportunities: % on referrals, upgrades, renewals, and pending payment collections.

    Next Steps


    If this role excites you:

    1. Submit your resume.
    2. Record a 3–5 minute Loom video introducing yourself and answering:
    • Why should we hire you?
    • What's your experience with leading client success teams?
    • Share an example where you successfully handled a save call or refund/chargeback scenario.
    • Share an example where you coached a team member to perform better.
    • Why do you believe you'll thrive in a fast‑paced, growth‑driven environment?

    Applications are reviewed on a rolling basis. If selected, you'll hear from us within 24–48 hours.


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