client success Manager/lead - swCatena

About Catena:
At Catena, we redefine overseas hiring by cultivating Filipino talent. Our rigorous qualification program and exclusive upskilling opportunities pave the way for our candidates' prosperous future at no cost. We scout the brightest individuals, equip them with superior skills, and connect them with high-profile roles. Join us as a driven, ambitious individual and work directly with executives, evolving as their indispensable partners. Are you ready for this transformative challenge?
About the Role:
Role: Client Success Manager/Lead
Salary: $1,400 - $1,800 (depends on the candidate, they're willing to pay more for the right candidate)
Work Schedule: Full-Time | 40 hours per week | Candidate must be able to work either Mountain Standard Time or Eastern Business Hours, you must be able to have a flexible mindset and can report and accommodate to client's schedules
We're growing rapidly. Managing our clients and keeping our core operations running smoothly is getting increasingly complex. We'd love to welcome an all-around teammate who's excited to take the wheel on critical client success, with opportunities to dive into many other parts of the business.
✨ The clients you'll get to work with are very elite professionals in the US. It is guaranteed that you'll really grow with this position.
Key Responsibilities:
Run, systematize, and continuously improve Client Success - you'll wear many hats, such as managing the day-to-day ops of Sparkwise learning sessions, designing the right automations to improve efficiency, building out our Customer Success function, supporting expansions/renewals, and more.
Here's a non-exhaustive sample of responsibilities. You will have access to support from a contractor for the most tactical/repetitive tasks.
Managing our customer support inbox/chat.
Scheduling sessions
Speaking with clients to understand their needs and set up new programs
Running live onboarding or client kickoffs.
Conducting impact reviews / check in on clients
Monitoring and addressing client helath
Tackle diverse priorities alongside founders as they arise - could range from top-level strategy sessions, to learner data analysis, to detailed execution, to rolling out and configuring new tools (like Hubspot)
The ideal candidate for us:
✔️ Your skills
Smart generalist - Organized, detail-oriented, and keeps trains running on time; able to manipulate data and run analyses on Excel/Sheets and create sharp business presentations
Can keep track of a large number of projects and activities
High bar for work quality and attention to details
Able to manipulate data and run analyses on Excel/Sheets and create sharp business presentations
Full ownership - Can own critical initiatives, pulling in help as needed (vs. requiring active oversight and input). You care for the work, our clients, and our mission.
Strong ability to context-switch and altitude-shift - Speak to clients, zoom out for high-level strategic thinking (unafraid to ask and tackle big questions), then zoom back in to ruthlessly prioritize and execute
Outstanding people skills - Thrive working in teams, brings a deep level of empathy, and can connect easily with many types of people
✔️ Your mindset
Hungry to learn by doing - Excited to roll up your sleeves and get stuff done, ready to build new skills fast + take on meaningful responsibilities.
You get the startup grind - Proactive, embrace ambiguity, and understand that the company's directions and your responsibilities will continuously evolve
✨ Anticipated tasks for the candidate on the first weeks of being hired:
Get to meet the full team and understand everyone's role(s)
Experience our product first-hand - do a group learning session with members of our team
Learn the bread-and-butter of our core business operations: how to use our admin interface to add users, schedule sessions; understand how we communicate with clients to keep their learning programs moving smoothly.
Expect lots of live co-working time and coaching on your first week, to really get you to adjust. Don't worry, it will be a very good environment!
In subsequent weeks, you will be progressively introduced to elements of Client Success activities, and start exchanging with clients directly.
✨ Our Pet Peeves
"9-to-5 mindset" - We are an early stage startup, team of 11 people, in a constant state of growth. While we want to make sure to all have a balanced and healthy life, we cannot guarantee absolute work-life separation. Some weeks will be busier that others, and we are looking for someone who is comfortable riding the waves with us.
Lack of attention to detail - This is a client-facing, client service role with a lot of context switching, many balls to keep in the air at once, and room for error. Our clients are demanding; repeated mistakes reflect poorly on our company, and have caused clients to churn in the past.
"Hero mindset" or strong ego - We do not expect you know everything, be perfect, or always complete everything on time. However, we do expect you to shamelessly ask for help, give and received feedback, clarify tasks and priorities, bring up questions or issues as soon as they arise, and communicate when you foresee a deadline slipping.
"In the weeds executor" - A key component of the role is to always be looking for efficiencies, and questioning whether how we do things today is the best/most efficient way to serve our clients. After -3 months, we'd expect you to be proactive at (re)defining and improving our business and client processes.
Tools Used: Google Suite, Hubspot, Asana, Zoom/Google Meet
Requirements
Atleast 2+ years of experience in relevant field or Client Facing Roles
Someone who has a flexible mindset who's willing to accommodate to clients' schedules
Smart generalist - Organized, detail-oriented, and keeps trains running on time; able to manipulate data and run analyses on Excel/Sheets
Someone who's very energized by people (as this is a client facing role)
Someone with some problem-solving skills (such as thinking quickly on how to effectively predict and prevent clients from churning)
Must have a very good/strong internet connection and good working environment, any device works
The client is using Hubspot as their main CRM tool, they're new at using it so preferably someone who has excitement to configure and learn new things
Benefits
Paid Time Off, Paid Holidays
Compensations and bonuses
Permanent Work From Home role
Long-term role with lots of areas and opportunities for growth and working/connecting with elite US professionals
Why you might be excited
✨ Catapult your career
You get to be a core member of a team that brings deep domain expertise and connections to top investors and operators.
The more ownership you show and the more impact you drive, the more opportunities you'll get to grow as a leader within the company.
✨ Make an impact
We have an opportunity to transform the work lives of millions of people.
You'll be given a lot of autonomy, and infinite room for growth. You can help us define and refine what great bizops look like.
You'll shape the trajectory and culture of our company as a core team member.
✨ Work with a caring team
We're eager to help you grow as a whole person. The 3 founders are proven and caring people leaders of diverse and distributed teams (references available!).
Catena

Philippines
Permanent
Full-time