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Requirements and responsibilities
About STNDRDFounded 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 OVERVIEWThe 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 CoachingThe owner of the post-close experienceThe guardian of retention, cash collection, and client confidenceThis 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 OBJECTIVEEnsure that every client:Feels seen, supported, and confident immediately after enrollingSuccessfully completes onboarding and early milestonesStays engaged long enough to experience undeniable valueConverts into a retained, referable, long-term clientKEY RESPONSIBILITIESPost-Close Client Onboarding (Primary Ownership)Personally welcome each new client within 24 hours of closeGuide clients through:Platform accessAssessmentsCoach assignmentScheduling expectationsEnsure no friction, confusion, or drop-off between close and executionSet clear expectations around:Communication cadenceAccountability standardsWhat success looks like in the first 30 / 60 / 90 daysThe CSM owns the emotional handoff from Sales → Coaching.Client Relationship Management & RetentionMaintain consistent, proactive communication with active clientsMonitor:Engagement levelsMissed check-insSentiment shiftsEarly warning signs of churnIntervene early with:ReframesClarificationsExpectation resetsAct as the client’s internal advocate while upholding STNDRD standardsRevenue Protection & Cash Collection SupportTrack payment plans, installment timing, and collection statusFollow up on:Failed paymentsDelayed remittancesPending commitmentsCommunicate firmly but professionally to:Reduce revenue leakageMaintain trust while enforcing agreementsCoordinate with Sales when escalation is requiredThis role is revenue-adjacent, not administrative.Experience Ownership (White-Glove Standard)Deliver a hospitality-grade experience at every touchpointEnsure clients feel:Cared for, not managedSupported, not chasedAccountable, not pressuredUphold brand tone:CalmConfidentDirectProfessionalCross-Functional CommunicationRelay client insights to:Sales (objection patterns, hesitation themes)Coaches (engagement, mindset flags)Leadership (system gaps, experience friction)Maintain clean CRM notes and lifecycle trackingParticipate in weekly ops / experience reviewsIDEAL CANDIDATE PROFILEBackgrounds That Excel HereHigh-ticket Sales or Account ManagementHospitality / Concierge / Luxury ServiceClient Retention or Customer ExperienceExecutive Assistant or Client Services (high autonomy)You Are Likely a Fit If You:Understand buyer psychology and emotional commitmentAre comfortable having direct but respectful conversationsCan read between the lines when a client is disengagingTake ownership instead of deflecting responsibilityCare deeply about follow-through and standardsEnjoy being the person who “makes things work”SKILLS & TRAITS REQUIREDStrong written and verbal communicationHigh emotional intelligence (EQ)Calm under pressureOrganized and detail-orientedComfortable with CRM tools and async communicationConfident setting boundaries with clientsRevenue-aware mindsetKEY PERFORMANCE INDICATORS (KPIs)30 / 60 / 90-day client retentionCash collection percentageOnboarding completion rateClient engagement consistencyEscalation reductionReferral readiness / testimonials initiatedWHY THIS ROLE MATTERSAt STNDRD:Sales is not the finish lineCoaching is not the only value driverExperience is the productThe CSM ensures that:Revenue sticksClients stayResults compoundThe brand earns trust at scaleCULTURE & EXPECTATIONSHigh standards, low egoOwnership > excusesClarity > comfortPrecision > volumeProfessional warmth at all timesFINAL NOTEThis 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.
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