Customer Success Manager (Remote)

ABOUT THE SIGNATURE BRAND:

Honia's own journey is what makes this programme so compelling. She built her personal brand from ground up, teaching herself what actually works through trial and error after closing down her beauty salon so she could stop trading her time for money and earn an online income. Today she's built a personal brand with over 1 Million total followers, and a thriving coaching business helping thousands of other women do the same.

The Signature Brand is built for business owners, mentors, coaches and aspiring creators ready to build and monetise a personal brand. Health and fitness coaches, beauty business owners, finance and career mentors, real estate agents, and ambitious women from many other walks of life make up a large part of our community, alongside driven beginners just getting started with building a personal brand. What they all share is a genuine drive to turn their skills, expertise, passions or experiences into content that drives online income. 

Members join a genuinely supportive, high-energy community built around real progress: 12+ live coaching sessions across a 4-week programme, including weekly calls directly with Honia and sessions from her wider coaching team, a private Discord for daily support and feedback, live content audit sessions, a 6-module course covering everything from content creation to monetisation, along with custom AI Tools to support their journey. 

As the community continues to grow, we're bringing on a dedicated Customer Success Manager to sit right at the heart of it, making sure every member gets the guidance, structure and support they need to get real results.

Learn more: https://event.honiakader.com/c/cohort-5-early-bird 

THE ROLE:

Think of this role as the engine room of The Signature Brand experience. It is the Customer Success Manager who makes sure the community runs properly every single day: questions get answered quickly, members' content gets reviewed thoroughly, and ones who go quiet are followed up with before they fall off track. They are the key player in ensuring that every student gets the most out of the experience.

The Customer Success Manager will also become a key part of the coaching team, and they should bring their own expertise and experience to the programme through live teaching sessions and Q&A’s. 

This role is ideal for someone who wants to build a career in business consultation, community management, or coaching operations within the online education and creator space. You do not need years of consulting experience, but you do need to be organised, personable, and genuinely interested in helping aspiring creators, business owners, mentors and coaches build and monetise a personal brand.

You should have a real working knowledge of content strategy, personal branding and monetisation through courses and digital products, and you will be trusted to give members practical, first-line guidance in these areas.

You will work closely with Honia and her coaching team, along with Genflow's wider marketing and operations team to ensure maximum success of the programme and strategic growth of the business. 

KEY RESPONSIBILITIES:

Consultative Support for Members

• Give members practical, first-line advice on content, personal branding and monetisation, including how to sell through a course, digital product, or coaching - one of the most common areas of support desired by members 
• Review members content, and give clear, specific, constructive feedback
• Ensure members are on track with the programme education by guiding them through the module content, AI Tools and resources
• Build in-depth knowledge of the 6-module curriculum alongside Honia’s wider teaching principles, so advice stays consistent with what The Signature Brand teaches.
• Take ownership of member communications, while knowing when is appropriate to pass on a question to Honia or another member of the team

Day-to-Day Discord Community Management

• Welcome new members, onboard them onto the programme, and ensure they fully understand the process when they join
• Be the go-to, active presence in the Discord every working day, ensuring every student feels seen and heard, and gets their questions answered. 
• Take ownership of keeping the community engaged and positive, through bringing a warm, supportive, and enthusiastic presence. 
• Encourage and lead the way on sharing and celebrating all member wins 
• Moderate channels and escalate anything that needs input from Honia, another coach, or customer services
• Spot recurring questions or problems and feed patterns back to the wider team to help continue to develop the programme experience 

Operational Management

• Own the operational onboarding of students at the start of new cohorts. Including monitoring all sign-ups, tracking payments, ensuring everyone joins the Discord community and has access to the platform, and is on the email list for live call links. 
• Own the calendar: create, post and manage links and reminders for coaching sessions, content audits and events, ensuring all members have easy access to sessions
• Track delivery. Students often win bonuses or upgrade to additional services, and it will be your responsibility to track these, ensuring all members receive their promised deliverables.
• Track live session attendance, engagement, and common questions or sticking points.
• Follow up directly with members who go quiet or don’t engage in the community or live sessions.
• Flag missed payments to the customer support team.
• Keep records of member progress and flag at-risk members early.
• Monitor and record general member sentiment around satisfaction with the program and feed back constructive ideas for improvement to the wider team 
• Keep on top of member success stories, progress, growth metrics, and all positive feedback. Seeking strong testimonials and reviews for use in future marketing 

GENERAL REQUIREMENTS:

• Able to work independently and show up in the community consistently and attentively every working day
• Remote, but able to cross over with our UK and UAE teams for a minimum of 5 hours a day
• Warm, clear communicator who builds trust and rapport quickly
• Meticulously organised and detail-oriented
• Genuinely interested in personal branding, content, coaching and business monetisation
• Comfortable on camera and confident public speaking while teaching live classes 
• Can proactively propose improvements, innovations, and solutions to problems

SKILLS & EXPERIENCE:

• Understanding of personal branding fundamentals: content creation, scripting and messaging, social media growth strategy, and monetisation through coaching, courses or digital products (essential)
• Experience in account management, customer success, community management or coaching operations
• Discord or online community moderation experience (strong plus)
• Strong written communication skills 
• Able to juggle multiple moving parts without letting anything slip

GOOD TO HAVE:

• Bonus: experience working with trainers, mentors, coaches, or service-based business owners
• Bonus: experience in creating content yourself and/or managing others’ social media accounts
• Bonus: experience in a coaching programme or membership as a coordinator, moderator or support role

PLEASE NOTE:This is a full time, 40 hour/ week role. Our teams are based across the UK and Dubai, so you will need to be able to work hours that overlap these two time zones.