Client Success Manager

Client Success Manager

Location: Remote

Department: Client Success

Reports to: CRO
Compensation: $90,000-$100,000 plus bonuses, Health Benefits

Type: Full Time

About AlterCall

AlterCall is a transformational coaching platform founded by serial entrepreneur Ryan Blair. Built to ignite the world’s largest mentorship movement, we combine spiritual, emotional, and business leadership coaching with cutting-edge AI systems to activate untapped potential in purpose‑driven leaders. Our Leadership Intelligence Platform uses advanced AI, including LARA communication analytics, to assess, track, and amplify personal and team growth in real time.

We exist to revitalize leaders, businesses, and teams by aligning inner purpose with strategic action. Our values: Purpose, Trust, Innovation, and Transformation, guide every engagement. We don’t just help clients measure performance; we help them become the leaders their world needs.

The Mission (What You’ll Do)

As the Client Success Manager you will play a key role on the AlterCall team. Clients are core to our business, and the Client Success Manager is a critical contact point for our clients.

Scaled Customer Success Strategy

• Maintain and enhance, where necessary, across the client lifecycle phases (onboarding, service-usage, renewal, and expansion) to ensure consistent and high impact engagement

• Partner cross-functionally with Product, Sales, Marketing, Technology, and Ops to align on strategy and elevate the customer journey

• Influence product direction and Go-to-market alignment based on customer feedback

Renewal and Retention Management

• Own the renewal pipeline, proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes

• Monitor key customer success metrics—including adoption, retention, expansion, and churn risk signals—and implement strategies to improve outcomes and operational efficiency

• Partner with Account Executives on strategic engagement for at-risk customers, ensuring timely intervention and resolution

Customer Engagement

• Act as an escalation point, resolving and/or coordinating escalation responses with urgency and empathy

• Share customer trends and performance insights with internal stakeholders to influence broader CS, product, and company strategy

The Outcomes (What Success Looks Like)

• Maintenance of the client pipeline and effective use of Hubspot

• Seamless handoffs - post sales -> client onboarding -> coaching / service provision

• 90% client retention rates

• Less than 5% refund rates

• Consistent and timely client communication and issue resolution

Who You Are

• 7+ years of experience in customer success, account management, or client-facing roles within a SaaS or coaching platforms

• Customer-centric mindset - proven track record in developing strong customer relationships and driving customer engagement, 90%+ retention rates

• Cross-functional collaboration - demonstrated success in working with different teams including Sales, Marketing, Operations and Technology

• Tool familiarity - Hubspot, Confluence, Stripe
  

Cultural Alignment

AlterCall is not just a business, it’s a calling. We are building a community of elite performers with deep soul. We are relentless in our pursuit of growth, mastery, and service.

If you’re ready to work with a team that holds itself and each other to a world-class standard, while still having fun, being human, and celebrating the wins, you’ll thrive here.