Client Success Manager

Client Success Manager
Location: Remote
Department: Client Success
Reports to: Lead Coach, Bill Nissen
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. This role is primarily post-sales, requiring strong relationship-building, customer advocacy, and soft sales skills to drive renewals, identify expansion opportunities, and prevent churn.

Scaled Customer Success Strategy

• Maintain and enhance client lifecycle processes (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
  

• Identify opportunities for organic expansion and value-aligned upsells, leveraging soft-sales approaches grounded in trust and customer outcomes
  

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
  

• Use consultative soft-selling techniques to reinforce value, prevent cancellations, extend contracts, and advocate for upgrades when aligned with client needs
  

Customer Engagement

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

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

• Build long-term, trust-based relationships that drive loyalty, advocacy, and continued engagement
  

The Outcomes (What Success Looks Like)

• Maintenance of the client pipeline and effective use of HubSpot
  

• Seamless handoffs: post-sales → client onboarding → coaching/service
  

• 90%+ client retention rates
  

• Less than 5% refund rates
  

• Consistent and timely client communication and issue resolution
  

• Healthy renewal and expansion rates supported by strong soft-sales execution
  

Who You Are

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

• Customer-centric mindset with a proven track record of strong client relationships and 90%+ retention
  

• Experience with renewal management, contract extensions, and soft-sales approaches (consultative selling, value reinforcement, churn-prevention strategies)
  

• Cross-functional collaboration with Sales, Marketing, Operations, and Technology
  

• Familiarity with tools such as HubSpot, Confluence, and Stripe
  

• Strong communication skills, emotional intelligence, and the ability to navigate sensitive customer retention conversations
  

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.