# Customer Success Manager - Company: [Stndrd]() - Location: Stndrd - Remote: Yes - Team: Coaching Business - Employment type: Full Time - Posted: March 11, 2026 ## Job description # 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 instead of deflecting responsibility * Care deeply about follow-through and standards * Enjoy being the person who “makes things work” # SKILLS & TRAITS REQUIRED * Strong written and verbal communication * High emotional intelligence (EQ) * Calm under pressure * Organized and detail-oriented * Comfortable with CRM tools and async communication * Confident setting boundaries with clients * Revenue-aware mindset # KEY PERFORMANCE INDICATORS (KPIs) * 30 / 60 / 90-day client retention * Cash collection percentage * Onboarding completion rate * Client engagement consistency * Escalation reduction * Referral readiness / testimonials initiated # WHY THIS ROLE MATTERS At STNDRD: * Sales is not the finish line * Coaching is not the only value driver * Experience is the product The CSM ensures that: * Revenue sticks * Clients stay * Results compound * The brand earns trust at scale # CULTURE & EXPECTATIONS * High standards, low ego * Ownership > excuses * Clarity > comfort * Precision > volume * Professional warmth at all times # FINAL NOTE This is not a passive role. If you thrive in environments where: * Clients matter * Execution matters * Follow-through matters * And your work directly impacts revenue and reputation This role will feel deeply aligned. ## Apply [Apply on Stndrd]() Canonical job page: