About STNDRD

Founded by Chris Bumstead, STNDRD is a fast-scaling enterprise dedicated to helping individuals reach their full potential through a one-of-a-kind ecosystem. STNDRD combines a comprehensive training app, elite 1-on-1 coaching, and telehealth services. Our goal is to empower people to take control of their physical and mental well-being through personalized solutions and expert guidance.

ROLE OVERVIEW

The Customer Success Manager (CSM) at STNDRD is not a support role.

This is a client-facing, revenue-protecting, experience-owning position responsible for ensuring that every client who says “yes” successfully transitions into long-term momentum, trust, and results.

You will act as:

• The bridge between Sales and Coaching

• The owner of the post-close experience

• The guardian of retention, cash collection, and client confidence

This role requires someone who understands human psychology, expectation-setting, follow-through, and emotional ownership—often found in sales, hospitality, concierge services, or high-touch client management backgrounds.

CORE OBJECTIVE

Ensure that every client:

1. Feels seen, supported, and confident immediately after enrolling

2. Successfully completes onboarding and early milestones

3. Stays engaged long enough to experience undeniable value

4. Converts into a retained, referable, long-term client

KEY RESPONSIBILITIES

Post-Close Client Onboarding (Primary Ownership)

• Personally welcome each new client within 24 hours of close

• Guide clients through:

  • Platform access

  • Assessments

  • Coach assignment

  • Scheduling expectations

• Ensure no friction, confusion, or drop-off between close and execution

• Set clear expectations around:

  • Communication cadence

  • Accountability standards

  • What success looks like in the first 30 / 60 / 90 days
    

The CSM owns the emotional handoff from Sales → Coaching.

Client Relationship Management & Retention

• Maintain consistent, proactive communication with active clients

• Monitor:

  • Engagement levels

  • Missed check-ins

  • Sentiment shifts

  • Early warning signs of churn

• Intervene early with:

  • Reframes

  • Clarifications

  • Expectation resets

• Act as the client’s internal advocate while upholding STNDRD standards

Revenue Protection & Cash Collection Support

• Track payment plans, installment timing, and collection status

• Follow up on:

  • Failed payments

  • Delayed remittances

  • Pending commitments

• Communicate firmly but professionally to:

  • Reduce revenue leakage

  • Maintain trust while enforcing agreements

• Coordinate with Sales when escalation is required

This role is revenue-adjacent, not administrative.

Experience Ownership (White-Glove Standard)

• Deliver a hospitality-grade experience at every touchpoint

• Ensure clients feel:

  • Cared for, not managed

  • Supported, not chased

  • Accountable, not pressured

• Uphold brand tone:

  • Calm

  • Confident

  • Direct

  • Professional

Cross-Functional Communication

• Relay client insights to:

  • Sales (objection patterns, hesitation themes)

  • Coaches (engagement, mindset flags)

  • Leadership (system gaps, experience friction)

• Maintain clean CRM notes and lifecycle tracking

• Participate in weekly ops / experience reviews

IDEAL CANDIDATE PROFILE

Backgrounds That Excel Here

• High-ticket Sales or Account Management

• Hospitality / Concierge / Luxury Service

• Client Retention or Customer Experience

• Executive Assistant or Client Services (high autonomy)
  

You Are Likely a Fit If You:

• Understand buyer psychology and emotional commitment

• Are comfortable having direct but respectful conversations

• Can read between the lines when a client is disengaging

• Take ownership instead of deflecting responsibility

• Care deeply about follow-through and standards

• Enjoy being the person who “makes things work”

SKILLS & TRAITS REQUIRED

• Strong written and verbal communication

• High emotional intelligence (EQ)

• Calm under pressure

• Organized and detail-oriented

• Comfortable with CRM tools and async communication

• Confident setting boundaries with clients

• Revenue-aware mindset

KEY PERFORMANCE INDICATORS (KPIs)

• 30 / 60 / 90-day client retention

• Cash collection percentage

• Onboarding completion rate

• Client engagement consistency

• Escalation reduction

• Referral readiness / testimonials initiated

WHY THIS ROLE MATTERS

At STNDRD:

• Sales is not the finish line

• Coaching is not the only value driver

• Experience is the product

The CSM ensures that:

• Revenue sticks

• Clients stay

• Results compound

• The brand earns trust at scale

CULTURE & EXPECTATIONS

• High standards, low ego

• Ownership > excuses

• Clarity > comfort

• Precision > volume

• Professional warmth at all times

FINAL NOTE

This is not a passive role.

If you thrive in environments where:

• Clients matter

• Execution matters

• Follow-through matters

• And your work directly impacts revenue and reputation

This role will feel deeply aligned.