Overview
At Clientbook, we empower high-end retail sales associates through a mobile app and platform built for clienteling-building long-term relationships with their clients. As we grow, we're looking for a Customer Education & Success Manager to join our team. This hybrid role supports both Customer Delivery and Customer Experience initiatives, while helping build and expand our Training and Professional Services offerings.
If you're passionate about client success, love to educate and enable customers, and thrive in a fast-paced, high-touch environment, we'd love to meet you.
Key Responsibilities
Customer Education & Training Development
- Develop and maintain up-to-date training materials, webinars, tutorials, and educational resources to help customers adopt and maximize Clientbook.
- Collaborate with Product and Marketing teams to create training assets for new features.
- Contribute to the creation of professional services offerings, including premium training packages and consultative services.
Client Onboarding & Support
- Partner with Onboarding Specialists to deliver personalized onboarding experiences tailored to each client's goals and success metrics.
- Set clear expectations, timelines, and deliverables during onboarding to lay the groundwork for long-term success.
Relationship Management & Client Success
- Proactively manage client relationships through regular check-ins (phone, email, and video) at least every 90 days.
- Monitor client adoption, usage, and satisfaction data to anticipate needs and deliver strategic support.
- Average 4-6 new client touchpoints daily during active onboarding quarters.
Retention, Growth & Upsell
- Ensure clients achieve measurable business outcomes using Clientbook to drive retention and Net Revenue Retention (NRR).
- Identify and surface upsell opportunities for add-on features and expanded services.
- Actively manage and mitigate churn risks through proactive support and education.
Key Performance Indicators (KPIs)
- Churn Rate
- Net Revenue Retention (NRR)
- Customer Satisfaction Score (CSAT)
Who You Are
- Self-Starter: You take initiative and own your client portfolio with minimal supervision.
- Detail-Oriented: You expertly manage multiple clients and stages of the customer journey simultaneously.
- Analytical: You use data and trends to guide client support strategies and make informed decisions.
- Relationship-Builder: You genuinely enjoy connecting with clients and helping them succeed.
- Educator: You can break down complex topics into simple, actionable training for a diverse audience.
- Ownership Mentality: You act like a business owner, consistently focused on delivering results for your clients and the company.
Preferred Qualifications
- 2+ years of experience in Customer Success, Client Training, Professional Services, or Onboarding roles.
- Strong experience with Excel for analyzing and presenting client data.
- Experience working within Zendesk or similar customer support platforms.
- Background in training development and customer education initiatives.
- Jewelry or luxury retail experience highly preferred.
- Exceptional communication, organization, and project management skills.
Why Clientbook?
- Be part of a company redefining clienteling for luxury retail.
- Work with passionate and talented peers.
- Opportunity to grow into a leadership role within Customer Success or Professional Services.
- Competitive salary, health benefits, and flexible work arrangements.
Clientbook is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.