Part-Time |15hours per week | 3hrs a day | Australian Time
We are looking for an empathetic, proactive, and highly organized Customer Success Manager (CSM) to champion the client experience across three core areas:
● The Skool coaching community (70+ students and growing)
● Our 1–2x/year retreats
● Physical mural clients for all of PJM’s mural projects
You will ensure students, retreat attendees, and mural clients feel supported, engaged, and delighted—while building systems that free up leadership and the Project Manager from day-to-day customer management.
Key Responsibilities
1. Skool Coaching Program – Community Success & Engagement (Primary Responsibility)
- Fully own day-to-day customer success inside the Skool coaching program.
- Welcome new students via video onboarding, ensuring they understand how to navigate the platform and get the most from the coaching.
- Motivate students to participate actively in the group (posting, sharing wins, joining calls, implementing lessons).
- Track student progress and identify disengaged members; implement re-engagement strategies.
- Assist with billing questions, contract tie-ups, membership changes, and general support requests.
- Identify and support upsell opportunities to 1:1 coaching, passing leads or handling warm transitions as needed.
- Collect student feedback, surface insights, and suggest improvements to the learning and community experience.
- Develop systems, automations, and SOPs that lessen the Project Manager’s personal time spent managing the Skool group.
2. Retreats – Planning, Logistics & Concierge-Level Experience
- Fully manage the planning, research, and event flow of 1–2 annual retreats.
- Act as event planner and concierge to ensure all attendees have a seamless, premium experience.
- Coordinate venue, schedule, vendors, activities, print materials, and on-site logistics.
- Provide proactive communication before, during, and after the retreat.
- Handle attendee questions, special requests, and real-time troubleshooting.
- Run post-event feedback, summarize key insights, and propose improvements for future retreats.
3. Mural Client Success – Communication, Scheduling, Reviews & Referrals
- Assist with customer management for physical mural projects.
- Monitor communication between the business and mural clients to ensure all questions and expectations are clear and answered.
- Support scheduling of mural projects, keeping clients updated on timelines and any changes.
- Follow up with clients post-project to request reviews, testimonials, and referrals.
- Help maintain a positive, professional, and responsive client experience from first contact to post-delivery follow-up.
4. Systems, Reporting & Continuous Improvement
- Build, update, and refine SOPs for:
○ Skool community operations
○ Retreat planning and execution
○ Mural client communication and follow-up - Maintain documentation that makes processes repeatable and scalable.
- Report regularly on:
○ Skool engagement and student success patterns
○ Retreat planning status and post-event outcomes
○ Mural client satisfaction, reviews, and referral activity - Collaborate with the Project Manager and leadership to optimize customer satisfaction, retention, and operational smoothness.
Tools You Will Use
- GoHighLevel – CRM, automations, communication
- Monday.com – Task and project management
- Canva – Light asset creation (graphics, slides, simple visuals)
- Google Drive – Documentation, tracking sheets, shared folders
- WhatsApp – Quick communication with team and clients
- Skool – Core platform for the coaching community
Ideal Candidate Profile
- Non-negotiable – Hands-on experience with GoHighLevel (GHL) and Monday.com
- Experience in customer success, account management, community management, or event planning.
- Strong written and verbal communication skills; comfortable on video for onboarding and check-ins.
- Naturally warm, supportive, and encouraging—while still highly organized and structured.
- Detail-oriented and able to manage multiple timelines (coaching, retreats, mural projects) simultaneously.
- Problem-solver who anticipates needs and takes initiative without waiting for instructions.
- Comfortable with tech tools and learning new platforms quickly.
- At least 2 years of professional experience in Customer Success Management (not customer support) preferably with experience in arts/humanities.
Key Performance Indicators (KPIs)
- High engagement levels and satisfaction inside the Skool community.
- Smooth, timely onboarding for all new students.
- Reduction in support friction around billing and contracts.
- Successful retreat execution with high attendee feedback scores.
- Positive mural client reviews and an increase in referrals.
- Clear, up-to-date SOPs that significantly reduce the Project Manager’s operational involvement.
- Strong retention and lifetime value across students, retreat attendees, and mural clients.
BENEFITS:
- Private Life and Accident Insurance + Telemedicine
- Quarterly P2,500 wellness reimbursement
- Reimburse up to P400/month of your PhilHealth voluntary contribution
- 2x a year mental health counseling session with a board-certified counselor or therapist
- 1x a year financial health planning with a certified financial planner
- Monthly upskilling and personal development seminars
- Legal and paperwork assistance for visas, loans, etc.
- Birthday gift, in behalf of your company
- Christmas gift, in behalf of your company
- Bereavement Assistance
- Other company-wide events and contractors engagement activities
- Work from home set-up
- 10 Paid Time Offs
- Paid US Holidays
NO TO FREELANCERS
WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.
If you meet the qualifications and are interested, kindly complete the form provided below:
