CSM

About the Role

As a Customer Success Manager at Coachello, you will play a key operational role in delivering an excellent coaching experience to our clients. You’ll work closely with Account Managers to ensure smooth onboarding, strong adoption, and measurable impact across all programs. Your focus is on execution, coordination, and client enablement. You are the operational engine that makes our customer relationships successful.

Key Responsibilities

Customer Relationship and Account Partnership

• Own the operational delivery of the customer lifecycle, from onboarding to adoption, in close collaboration with Account Managers.
• Build and maintain strong relationships with client teams through structure, clarity, and continuous support.
• Act as the internal voice of the customer, sharing needs, relaying insights, and ensuring issues are addressed quickly.
• Support Account Managers during Strategic Business Reviews by preparing data, adoption insights, and usage analysis.
• Contribute to retention and activation strategies based on client goals, KPIs, and success metrics.

Adoption and Engagement

• Advise clients on how Coachello integrates into their L&D strategy, leadership models, or transformation programs.
• Drive adoption through proactive client support, training, and engagement plans.
• Monitor user behavior to identify drop-offs and friction points, and take action to solve them quickly.
• Educate clients on new features, best practices, and platform updates.

Client Enablement and Onboarding

• Lead the operational aspects of onboarding, ensuring all materials, dashboards, and workflows are ready for a seamless launch.
• Deliver tailored training sessions and create enablement resources, including guides, presentations, and short videos.
• Collaborate with Sales, Account Manager and the Coaching Team to align expectations from day one.
• Build clear success plans for each client and track progress throughout the partnership.

Data, Insights, and Impact

• Track adoption metrics, engagement trends, and satisfaction scores to identify risks and opportunities.
• Analyze feedback from assessments, LMS data, and coaching outcomes to demonstrate impact.
• Create and present reports showing ROI, including engagement levels, leadership development, and mobility outcomes.
• Work with Marketing to highlight client success stories and business impact.

Who You Are

Native French speaker with strong business English. One to two years of experience in Customer Success, operations, account coordination, or project management, ideally in SaaS, HRTech, EdTech, or a startup. Highly organized, reliable, and detail-oriented, with the ability to manage multiple accounts simultaneously. Strong communication skills and the ability to guide clients with clarity and trust. Comfortable with tools such as HubSpot, Google Suite, Notion, and LMS platforms, and quick to learn new systems. Curious, proactive, service-focused, and motivated to create a smooth experience for clients. Interested in coaching, learning, L&D, and AI-driven solutions.