Client Success Team Lead, Head Coach

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September 12

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EP Logistics International

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eCommerce • SaaS • B2B

EP Logistics International is a company that specializes in delivering high-quality digital products aimed at assisting individuals in creating and launching their own high-ticket offers. Their product suite includes packaged templates, digital funnel accelerators, and AI-powered sales script generators, all designed for instant digital access and immediate use. With a focus on providing results-driven digital assets, EP Logistics International empowers clients to scale their online businesses efficiently and effectively.

201 - 500 employees

🛍️ eCommerce

☁️ SaaS

🤝 B2B

📋 Description

• Lead a team of 5-8 Customer Success Managers responsible for client onboarding, coaching, and retention. • Manage, mentor, and hold the team accountable while stepping in personally for high-stakes client situations. • Elevate client outcomes, maximize lifetime value, and train CSMs to become world-class coaches. • Handle refunds/chargebacks and high-stakes save calls to retain clients and protect revenue. • Monitor retention, upgrades, renewals, and collections KPIs and report daily across communication channels. • Improve scripts, processes, and SOPs to scale the CSM function and increase efficiency. • Collaborate with Sales/Marketing to align client messaging and delivery. • Own escalated client accounts and ensure timely resolution. • Be available 8AM–5PM EST, Monday to Friday, working up to 8 hours per day (sometimes 9+ hours).

🎯 Requirements

• Lead a team of 10 CSMs, coaching them to run effective onboarding, accountability, and renewal calls. • Step into refund/chargeback situations and high-stakes calls to retain clients and protect revenue. • Train CSMs to confidently handle objections, deliver stronger 1:1 calls, and increase client results. • Monitor KPIs around retention, upgrades, renewals, and collections. • Improve scripts, processes, and SOPs to make the CSM function more scalable and efficient. • Collaborate with Sales/Marketing to ensure alignment in client messaging and delivery. • Take ownership of escalated client accounts and ensure resolution. • Proven experience leading customer success teams in online education, coaching, or digital marketing. • Strong track record with objection handling, save calls, and client retention. • Hands-on experience preventing refunds and chargebacks. • Excellent communication and leadership skills. • Proficiency with tools like Loom, Slack, Zapier, Calendly, GSuite, Trello and CRMs. • Highly organized with attention to detail and ability to manage multiple priorities. • Passion for mentoring and developing people in a high-growth environment. • Responsible for daily reporting on multiple communication channels and compliance with SOPs. • Very high attention to detail and understanding of systems/processes to innovate SOPs. • Ability to commit full time hours (office hours 9 AM - 6 PM EST).

🏖️ Benefits

• Base Salary: $5,000–$8,000 USD/month (depending on experience) • Commission opportunities: % on referrals, upgrades, renewals, and pending payment collections.