Customer Success Manager

​​🌏 Remote

⏰ 7:00 PM – 3:00 AM Beirut Time (12:00 PM – 8:00 PM EST)

💰 $1,700 – $2,000

​Company Overview

​It is an education and tutoring organization that helps students reach their academic and test-prep goals through personalized instruction and attentive client support, focusing on test prep and college admissions support. The company delivers tailored tutoring services, often focused on standardized tests (such as the SAT) and academic improvement, and operates with a remote-first mindset that emphasizes flexibility, collaboration, and high-quality outcomes for students and families. The culture values clear communication, responsiveness, emotional intelligence, and a student-centered approach to learning.

​Mission

​We're looking for a warm, organized, and sales-minded Client Success Manager to own the client experience from onboarding through program completion for a portfolio of active clients within an 800-client organization. In this role you'll be the primary point of contact for families and students: onboarding new clients, monitoring progress and satisfaction, coordinating with tutors and internal teams, documenting issues, de-escalating difficult situations, driving upsells through progress updates, and collecting client reviews. You'll use systems like GoHighLevel, ClickUp, Google Sheets, email, and WhatsApp (phone and text communication only—no video calls required) to keep everything running and to catch problems before they escalate. If you enjoy being proactive, detail-oriented, empathetic, skilled at de-escalation, and driving account growth — you'll feel right at home.

​Key Responsibilities

​Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

• ​Manage client relationships from onboarding through program completion, acting as the primary point of contact for families and students across 10–20 active clients out of the total 800-client base.
• ​Conduct client onboarding: set up accounts, confirm schedules, share welcome materials, and ensure families understand the program and next steps.
• ​Monitor student progress and satisfaction regularly, collecting client reviews and feedback to ensure high retention.
• ​Drive upsells and account expansions through proactive communication regarding client progress and value delivered.
• ​Track attendance and follow up on missing sessions or deliverables; coordinate makeup sessions with tutors.
• ​Coordinate schedules and communications between families, tutors, and internal teams (operations, fulfillment) to ensure lessons run smoothly.
• ​Handle difficult or upset clients with strong emotional intelligence, de-escalating concerns calmly, professionally, and solution-oriented.
• ​Document issues, concerns, actions taken, and next steps in the CRM and internal tools so every task has an owner and clear follow-up.
• ​Identify problems before they escalate and proactively propose solutions or escalations to leadership when needed.
• ​Ensure every family receives consistent, organized, and high-quality service; enforce service standards and follow-up cadences.
• ​Maintain regular check-ins with tutors and internal teams to confirm student progress and any curriculum or scheduling adjustments.
• ​Prepare and share progress summaries or reports with families and internal stakeholders as needed.
• ​Coordinate tutor replacements, onboarding of new tutors, and ensure continuity of service when staffing changes occur.
• ​Communicate professionally across phone and text channels (email, phone, WhatsApp) with clear, timely, and empathetic messaging (no video calls required).
• ​Use and maintain systems such as GoHighLevel, ClickUp, and Google Sheets to manage workflows, tasks, and client records.
• ​Support billing/administrative follow-ups when sessions are missed or actions are outstanding (coordinate with appropriate internal owners).
• ​Maintain confidentiality and professionalism in all interactions and documentation.

​Qualifications

• ​Years of Experience: 2+ years in customer success, account management, education operations, or a related client-facing role with an essential background in sales (for upselling)
• ​CRM Tool: GoHighLevel (good-to-have; training provided)
• ​Softwares: ClickUp, Google Sheets, email, WhatsApp (basic familiarity is acceptable; training provided)
• ​Industry Knowledge Required: Education / test-prep experience; familiarity with SATs and college admissions processes preferred
• ​Specific Gender: No preference (priority placed on emotional intelligence, sales skills, and problem-solving ability)

​Skills & Competencies

• ​Strong written and verbal communication skills; clear, professional English for phone calls and messaging
• ​Strong emotional intelligence, patience, and proven de-escalation skills to handle challenging conversations
• ​Sales mindset with the ability to identify upsell opportunities and communicate program value to clients
• ​High attention to detail and strong documentation habits
• ​Proactive ownership mentality and accountability for follow-ups and outcomes
• ​Excellent time management and the ability to manage multiple clients and tasks simultaneously
• ​Problem-solving skills and the ability to spot and resolve issues before escalation
• ​Comfortable coordinating across internal departments (tutors, operations, fulfillment) and enforcing next steps and owners
• ​Familiarity with online tutoring operations, test prep, and family-facing workflows

​Technical Requirements

• ​Own PC or laptop
• ​Reliable internet connection (wired connection recommended)
• ​Noise-cancelling headset and a quiet, professional workspace
• ​Smartphone with WhatsApp for timely client communications (phone and text interactions)
• ​Familiarity with GSuite (Google Drive, Sheets, Gmail) and willingness to learn GoHighLevel and ClickUp

​Position Description

• ​Working Hours: 8 hours/day, from 7:00 PM till 3:00 AM Beirut Time (12:00 PM – 8:00 PM EST). Weekend work possible with additional compensation.
• ​Working Days: 5 days a week (Monday through Friday)
• ​Days Off: Saturday and Sunday
• ​Work Location: Fully-remote, you can work from anywhere
• ​PTO (Paid Time Off): Approved time off on Lebanese national holidays
• ​Salary Range: $1,700 – $2,000