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:

Feels seen, supported, and confident immediately after enrolling
Successfully completes onboarding and early milestones
Stays engaged long enough to experience undeniable value
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.

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