VP of Client/Customer Success

About Us

We are a startup in the life coaching industry focused on making personalized coaching accessible to everyone. Similar to how platforms like BetterHelp transformed therapy access, we're creating the definitive platform connecting individuals with certified life coaches who can help them achieve their goals, overcome obstacles, and lead more fulfilling lives.

Our mission is to democratize personal development by providing affordable, convenient, and effective life coaching through our tech-forward platform. We believe everyone deserves access to the guidance and support needed to reach their full potential.

Role Overview

As our VP of Client/Customer Success, you will be the champion for our clients, ensuring they achieve transformative outcomes and have an exceptional experience throughout their journey with Dancing Dragons. You will own the strategy and execution for client onboarding, engagement, satisfaction, and retention. This fractional role requires a part-time commitment (initially 10-15 hours per week) and offers the opportunity to build the foundation of our client success function from the ground up in an innovative startup. You'll work closely with the CEO, Chief Experience Officer (CXO), Chief Product Officer (CPO), and other leaders to understand client needs, optimize their journey, and drive long-term value and loyalty. This position is ideal for an experienced leader passionate about client advocacy, data-driven retention strategies, and empowering individuals through effective coaching, seeking an equity-based role in an early-stage venture.

Key Responsibilities

Client Success Strategy & Metrics

• Define the vision and strategy for client success at Dancing Dragons.
• Establish and monitor key performance indicators (KPIs) for client health, satisfaction, and retention (e.g., NPS, CSAT, Churn Rate, LTV, engagement metrics).
• Develop data-driven insights into client behavior, needs, and pain points.
• Use client data to segment users and personalize the success journey.
• Forecast and report on client retention and revenue metrics to the leadership team.

Client Journey Optimization

• Design and continuously improve the client onboarding experience to ensure successful initial engagement and goal setting.
• Map the client lifecycle and identify opportunities for proactive support and value delivery at each stage.
• Develop strategies to increase client session frequency and platform feature adoption.
• Implement processes for identifying at-risk clients and executing targeted retention campaigns.
• Gather and analyze client feedback through surveys, interviews, and support channels to drive product and service improvements.

Engagement & Value Realization

• Create resources, content, and programs that help clients maximize the value they receive from coaching and the platform.
• Foster a sense of community and connection among clients where appropriate.
• Develop strategies to encourage goal achievement and celebrate client milestones.
• Ensure clients feel supported, understood, and empowered throughout their journey.

Retention & Advocacy

• Develop and implement strategies to reduce churn and increase client lifetime value (LTV).
• Build strong relationships with key client segments.
• Create programs to encourage client testimonials, reviews, and referrals.
• Manage client escalations and ensure timely, effective resolution of issues.

Collaboration & Leadership

• Collaborate closely with the Product (CPO), Experience (CXO), Marketing (CMO), and Coach Success (VP) teams to ensure a cohesive and positive end-to-end user experience.
• Represent the voice of the client in strategic discussions and product development.
• Potentially build and lead a future client success team as the company scales.
• Champion a client-centric culture throughout the organization.

Qualifications

Required

• Bachelor's degree in Business, Marketing, Psychology, or a related field.
• 7+ years of experience in client success, customer success, account management, or similar client-facing leadership roles.
• 3+ years in a leadership role managing teams or strategic programs focused on client outcomes.
• Proven track record of improving client satisfaction, retention rates, and/or client lifetime value (LTV).
• Strong analytical skills and experience defining, tracking, and reporting on client success metrics.
• Experience developing and optimizing client journeys and onboarding processes.
• Excellent interpersonal, communication, and empathy skills, with a focus on building relationships.
• Experience with CRM and customer success platforms.
• Comfort with a part-time, strategic role with flexible time commitment.

Preferred

• Experience in the coaching, wellness, therapy, or ed-tech industries.
• Background in psychology, human-centered design, or behavioral science.
• Experience with subscription-based business models or two-sided marketplaces.
• Experience scaling a client success function in an early-stage startup environment.
• Knowledge of coaching methodologies and their impact on client progress.

What We Offer

• Equity-focused compensation package with significant upside potential
• Flexible, part-time commitment (10-15 hours per week initially)
• Unlimited access to our coaching platform for your personal development
• Remote-first work environment with flexible hours
• Annual team retreats for strategic planning and team building
• The opportunity to shape the client experience and drive meaningful transformation for our users
• Potential pathway to a full-time role as the company scales

Our Values

Are you passionate about ensuring clients achieve their goals and have an exceptional experience? Do you want to lead the function that drives client retention and helps people get the most out of coaching? Join us in building a client success model that creates lasting transformation!

We are an equal opportunity employer committed to building a diverse team. We encourage applications from all qualified candidates regardless of background.