Client Success & Community Manager

CLIENT SUCCESS & COMMUNITY MANAGER

Job Overview

We’re looking for a warm, proactive Client Success & Community Manager to help members get the most value from The AI Course.

You’ll own the member experience from onboarding through course completion — providing support, building genuine relationships, keeping members accountable, and identifying relevant opportunities to introduce team seats and higher-level products.

This role is ideal for someone who is highly organized, naturally encouraging, comfortable with technology, and commercially minded without being pushy.

Core Focus

• Member onboarding and ongoing success
• Community engagement and relationship building
• Technical and account support
• Course completion and accountability
• Member retention and re-engagement
• Identifying and driving relevant upsell opportunities
• Using AI as a core part of day-to-day work

Key Responsibilities

• Welcome and onboard new members, ensuring they have everything they need to get started.
• Provide timely support with access, accounts, email, video, and general course-related questions.
• Build strong, genuine relationships with members and understand their goals and challenges.
• Regularly check in with members and track their progress through the course.
• Proactively re-engage members who have stalled or become inactive.
• Encourage members to complete the course and get maximum value from their membership.
• Monitor member engagement and identify opportunities to improve the overall member experience.
• Identify when team seats or higher-level products may be relevant to a member's needs.
• Start and follow up on commercial conversations around relevant upgrades and team solutions.
• Move qualified members through the appropriate next steps toward purchase.
• Maintain organized records of member activity, conversations, progress, and opportunities.
• Use AI tools to improve efficiency, communication, support, and member engagement.
• Share recurring member feedback and insights with the wider team to help improve the product and customer experience.

Must-Haves

• Excellent written and verbal communication skills.
• 2-5 years of previous experience in Client Success, Customer Success, Community Management, Account Management, Customer Support, or a similar relationship-focused role.
• Highly organized with strong follow-through and attention to detail.
• Naturally warm, encouraging, and proactive when working with customers or members.
• Comfortable with technology and troubleshooting common account, email, access, and video issues.
• Comfortable having commercial conversations and identifying relevant upsell opportunities without being overly sales-driven.
• Strong ability to manage multiple members, conversations, and follow-ups independently.
• Genuine enthusiasm for learning and using AI as a core part of their work.
• Able to learn new products, systems, and processes quickly.

Nice-to-Haves

• Previous experience with AI products, courses, communities, or SaaS.
• Experience managing an online learning community or membership.
• Experience with customer success metrics, retention, engagement, or course completion.
• Experience selling or upselling subscriptions, courses, SaaS, memberships, or higher-tier products.
• Experience using AI tools to improve customer communication or operational workflows.
• Experience working in a fast-paced, remote environment.

Tools

• AI tools and platforms
• CRM / customer management systems
• Community platforms
• Email and communication tools
• Video conferencing / support platforms
• Course / learning management platforms
• Google Workspace or similar productivity tools

*Specific platform experience is flexible; the ability to learn new technology quickly is more important.*

What Success Looks Like

First 30 Days

• Learn the course, community, members, and full product range.
• Become confident handling everyday member support.
• Take ownership of welcoming and onboarding new members.
• Begin tracking member progress and engagement.
• Integrate AI tools into daily workflows.

By 60 Days

• Independently manage the member journey from onboarding through ongoing engagement.
• Proactively re-engage members who have stalled.
• Establish consistent follow-up and accountability processes.
• Begin actively identifying and pursuing relevant upsell opportunities.
• Start and follow up on conversations around team seats and higher-level products.
• Move qualified members toward a purchase.

By 90 Days

• Fully own member success, engagement, and accountability.
• Have a consistent process for improving course completion and member retention.
• Proactively identify and develop commercial opportunities within the member base.
• Contribute to additional revenue through relevant team-seat and higher-level product opportunities.
• Become a trusted point of contact for members and a key part of the overall customer experience.

Who You Are

• Warm, approachable, and genuinely enjoys helping people succeed.
• Naturally proactive rather than waiting for members to ask for help.
• Encouraging without being overbearing.
• Commercially aware without being pushy or transactional.
• Highly organized and reliable with follow-ups.
• Comfortable taking ownership and working independently.
• Curious about technology and excited by what AI can do.
• Adaptable and quick to learn.
• Motivated by both customer outcomes and business growth.

Deal Breakers

• Resistant to using AI or sees AI as optional.
• Passive approach to customer success or member engagement.
• Poor follow-through or disorganized communication.
• Uncomfortable having commercial conversations or discussing relevant upgrades.
• Overly aggressive or transactional sales approach.
• Requires significant hand-holding to manage day-to-day responsibilities.

• 2-5+ years of previous experience in Client Success, Customer Success, Community Management, Account Management, Customer Support, or a similar relationship-focused role, with excellent written and verbal communication skills, strong organizational ability, and comfort with technology and commercial conversations.

• Previous experience with AI products, courses, communities, SaaS, managing online learning communities, customer success metrics, selling or upselling subscriptions and courses, using AI tools to improve customer communication, or working in fast-paced remote environments.

• AI tools and platforms, CRM or customer management systems, community platforms, email and communication tools, video conferencing or support platforms, course or learning management platforms, and Google Workspace or similar productivity tools.