Client Success & Onboarding Lead

Client Success & Onboarding Lead – Raving Fan Experience
Mission To Movement / Inner World Training | Remote (PH / MY) | Full-Time | Est. SGD $600–$900/month

WHO WE ARE & THE OPPORTUNITY

We help introverted, mission-driven coaches and experts build profitable, heart-centred coaching businesses and movements.

Clients join our world with big dreams and real fears. Your job is to make sure from the ---------- nt they pay, they feel:
“I am in the right place. These people are world-class.”

We’re looking for someone who loves humans + loves systems.
Someone who is warm, sharp, organised, and takes pride in creating a calm, premium, zero-confusion experience.

This is not a “customer service ticket answerer” role. This is a Client Success Leader role.

THE 4Rs
1. ROLE (The Mission)

To own the entire client journey from “Welcome aboard” to “I’m a raving fan”, ensuring every client feels supported, guided, and never lost — without needing our founders to micromanage.

You are the guardian of their experience.

2. RESPONSIBILITIES (The Day-to-Day Work)

Onboarding (First 72 Hours)
Send personalised welcome email/message (templates + your touch).
Give clear next steps: portals, FB group, call schedule, how to get help.
Check access: links work, logins work, tags are correct.
Optional: quick welcome call or Loom walkthrough.
Community & Client Support
Actively monitor communities (FB groups, chats, etc).
Reply to questions within agreed time (aim: under 12 business hours).
Tag coaches / team where needed.
Keep tone aligned with Hui: kind, direct, encouraging, no fluff.
Proactive Success
Track new clients and ensure they attend key calls.
Run simple check-in points (e.g. Week 2, Week 4, etc).
Spot red flags early: no-shows, overwhelm, silence.
Nudge them back with care and clarity.
Experience Systems
Maintain onboarding checklists & SOPs.
Create and update onboarding checklists & SOPs.
Ensure all links, guides, FAQs are up to date.
Coordinate with Ops for events, challenges, bonus calls, etc so messages to clients are clear and correct.
Feedback, Wins & Retention
Collect testimonials, screenshots, and wins.
Flag upgrade/renewal opportunities to sales.
Share patterns: “Clients keep getting stuck here; let’s fix this.”

3. RESULTS (What Success Looks Like)

In 30 Days

100% of new clients fully onboarded within 24–72 hours.

Clients know exactly where to go for:
calls,
replays,
support.

In 60–90 Days

Noticeable drop in:
“I don’t know what to do”
“No one replied”
“Wrong link” complaints.
Faster response times, consistent tone.
Clear check-in system documented and running.

Ongoing

Clients frequently say:
“Your team is so supportive.”
“I feel taken care of.”

Increased:
engagement,
completion,
upgrades/renewals (because they had a great experience).
Founder is not dragged into operational drama.

You’ll be measured on:

Onboarding completion rate & speed.
Response time & quality.
Qualitative client feedback.
Retention indicators (engagement, renewals, referrals).

4. REQUIREMENTS (What You Must Have)

Experience: 1–3+ years in client success, account management, coaching support, or community management (online programs a big plus).
Communication
Excellent written and spoken English.
Warm, respectful, clear, zero attitude.
Like interacting with people
Willing to be on Zoom to onboard clients
Organisation
Thinks in checklists and flows.
Loves being 3 steps ahead.
Able to work Singapore daytime hours and sometimes answer urgent requests at night as we have many US clients.

Personality
You genuinely like helping people win.
Calm in chaos.
You take feedback well and improve fast.
You think: “If a client is confused, that’s on us — let’s fix the system.”

Red Flags (Do NOT apply if…)
You take things personally when corrected.
You ignore messages or delay replies.
You need constant chasing.
You say “not my job” a lot.

FILTER QUIZ (Include with Your Application)
1. A client pays but hasn’t received access for 24 hours and messages feeling worried.
Write the exact reply you would send, in a warm and professional tone.

2. List 3 key steps you would include in a perfect onboarding checklist for a new coaching client.

3. What does “ownership” mean to you in a Client Success role?

HOW TO APPLY


Email subject:
Client Success & Onboarding Lead – [Your Name] – [Why You’re Perfect]

Include:
1. 5–8 sentence intro + why you care about client success.
2. Recent photo with your resume + relevant experience
3. 1 minute video introduction (Where you are from and your biggest strength)
- upload this into google drive / youtube (unlisted) -> DO NOT ATTACH FILE, JUST SEND LINK
4. 1–2 examples where you turned a confused/unhappy client into a happy one.
5. Your answers to the Filter Quiz.
6. Your DISC profile - attach the actual results (go to ---------- , its free)
7. Your expected monthly salary in SGD.
8. Your typical working hours and timezone.


Email to ---------- note all applications without the above will not be processed.
Eligible applicants will be notified within a week for next step / interview.