Client Success & Community Manager

About the Role

• Our client is a leading Christian-focused dating and relationship brand dedicated to helping Christian women date intentionally, build healthy relationships, and prepare for marriage through coaching programs, online events, digital products, podcasts, YouTube, and social media content (see LINK).
• Connected Minds Limited is seeking an experienced Client Success & Community Manager to manage client experience across our premium coaching programmes and private communities.
• This is primarily a client-success role, not a general social media or community management position. The ideal candidate must have direct experience managing paying clients in a premium service-based business, preferably within coaching, consulting, premium education, masterminds, memberships, or similar high-touch services.
• Preference will be given to candidates who have directly supported clients investing approximately $1,000+ in a programme or service and understand the level of communication, ownership, professionalism and service expected when managing premium clients.

Responsibilities and Duties

• Manage premium client relationships throughout the full service/programme lifecycle, from onboarding through programme completion.
• Deliver high-touch, personalised client support and manage client expectations professionally.
• Manage private client communities while maintaining a high standard of client experience and engagement.
• Take ownership of client engagement, satisfaction, issue resolution and retention.
• Build strong client relationships through professional, responsive and proactive communication.
• Coordinate onboarding, programme communications, scheduling, follow-ups and client records.
• Handle client enquiries, feedback, concerns, testimonials and success stories professionally.
• Maintain and independently manage client-success systems, trackers, SOPs, follow-ups and reports.
• Monitor client engagement, satisfaction and retention and use client feedback/data to identify areas for improvement.
• Work closely with the Founder and wider team while independently taking ownership of day-to-day client-success operations.

Requirements

• Has excellent written English.
• Is highly organised and dependable.
• 3 - 5+ years of experience in Client Success, Customer Success, Client Experience, Community Management, Membership Management or a related field.
• Demonstrable experience managing premium clients, paid communities or ongoing programmes.
• Strong understanding of client engagement, retention and customer experience.
• Excellent written and verbal communication, organisation, attention to detail and follow-through.
• Strong judgement, commercial awareness and the ability to work independently with minimal supervision.
• Experience using CRMs, spreadsheets, project-management tools and community platforms; ability to use client data and feedback to improve the client experience.